Knox County IT reports 285 help-desk tickets, server security changes and clerk’s office network move

Rhett, the county IT presenter, updated Knox County commissioners on Feb. 10 about recent projects including help-desk volume, server security and network work for county facilities.

Rhett said the IT help desk handled a total ticket count of 285 in January (not counting phone calls or walk-ins), with roughly 90 tickets originating from the city. “We had a total ticket count of 285 last month,” Rhett reported.

On infrastructure, IT moved externally facing servers into a secured web host to isolate sensitive services from other virtual machines; the change is intended to limit risk of spread during incidents. The department also completed major work for the city migration including installation of a rack and two large uninterruptible power supplies to maintain equipment during outages.

Rhett described preparing the parks department’s new space (referred to in the meeting as the ODNR Building) by pulling about 300 feet of Cat5 network cable and installing data drops for computers and phones. IT has started monthly department checks for panic alarm buttons so staff will know where and how to use them during a tabletop exercise.

IT implemented an internal asset and inventory management system to track equipment lifecycles and software installs to improve budgeting and security. Staffing adjustments were noted (an administrative assistant moving to the commissioners’ office) and IT said the clerk’s title office will shift from state-managed network services to county-managed services, with Spectrum internet being installed on Thursday and new phones expected to be connected within weeks.

Rhett said many ongoing projects depend on vendor schedules and data-conversion work; staff described much of their current role as coordinating vendors for municipal migrations.