IT Services and Support
What is the primary method for submitting an IT support request?
IT Help Desk either with itworkorder email or calling 919.718.4680
What should employees do if they receive a suspicious email?
Report it using the Phish Report button
What platform does Lee County use for email and collaboration?
Microsoft 365
Who should employees contact if their computer won’t connect to Wi‑Fi or the Internet?
the HELPDESK!
What must employees do before installing any software?
Seek approval through an IT workorder
How long is the typical response time for IT tickets?
Usually all tickets are responded to within the first 4 hours of submission. We have several classes of tickets. IMACs are install/move/add/change (something you didn't have yesterday but want or need today) these have a 2 week lead time. Other class of tickets are break/fix (something you had yesterday that is missing or not working today). These are further classified into urgent, high, medium, and low priorities.
What tool does IT use for county‑wide multi-factor authentication?
Microsoft Authenticator or Duo
What system is used by most departments for financials, HR, and payroll?
Tyler Technologies MUNIS
What is the name of the county’s secure internal wireless network?
LCGov or LCEmployee - bonus points for anyone that knows the difference
What is the county’s password change requirement?
We don't require it to be changed because it is 16 characters long and has other complex requirements.
What is the recommended first step employees should take before calling IT about an issue?
Restart it!
What software is used for employees to complete yearly online cybersecurity modules?
KnowBe4
What GIS platform is widely used by departments like Planning, Emergency Services, and Inspections?
Arc-GIS
What system manages user accounts, permissions, and login credentials?
Microsoft Active Directory
What policy outlines how county data must be stored, accessed, and protected?
The Lee County Technology Policy B.14
How many employees does the Lee County IT Department support?
With full and part timers, around 750.
What is the average cost of a Cybersecurity event such as ransomware for County Government ?
At least 1.5 million $$$
How many servers does the County currently have in production to support all systems?
Technically 8 hosts but we have 49 virtual servers.
What device should never be connected to any county networked computer?
The IT Department is located at 1807 Douglas drive since 2020, where was it before that and for how long was it there?
The Government Center and IT had been there since the existence of IT for LCG, the mid to late 80s
What major infrastructure project did IT complete most recently?
The core infrastructure that was previously Dell's VXRail. We had to remove this and replace with a completely new system with a 1.3 million dollar value for the next 5 years. It houses essentially every IT system in the County.
What is the biggest threat to the security of the County's IT network?
The person between the keyboard and the chair :)
Which server is the most important to the organization?
Not possible to answer, they are all critical.
How many computers and phones does the IT dept. support?
around 700 computers and 600 phones
What single system does Lee County rely on the most to maintain employee access, data security, and communication across the entire government?
Active Directory