Desktop and Technical Support

Useful Information

Cost/Recharge Rates What's Included Working Together Obtain Services

The ISU desktop engineers are committed to providing fast, friendly support to our customers. Making sure our end-users are productive, protected and satisfied is our goal.

The support environment includes a single help desk phone number staffed from 7 AM till 6 PM M-F and an email address isurequest@medsch.ucsf.edu for lower priority issues. Using remote management tools, our desktop engineers can often solve your problem while we have you on the phone. When remote resolution is not possible, one of our technicians will come to you from one of our hub sites at the Parnassus, Laurel Heights, and Mt. Zion campuses.

Support functions include end-user support, problem resolution, hardware and software procurement, hardware and software installations, computer cycle replacement management, LAN and network connection troubleshooting, analysis and solutions to problems with varying degrees of complexity to restore or enhance services, inventory software and license tracking, Remedy support utilization reporting, budget planning, orientation for new users and some training.

The Help Desk provides support for Microsoft Windows workstations and laptops, Apple workstations and laptops, Blackberry and Palm OS PDAs, printers and peripherals.

The Help Desk is the single point of contact for requesting support and services from the ISU IT portfolio of services including; Website development and hosting, Server and Appliaction hosting, Information Architecture service, File and Print service, Email service, Software Development and Project Management.

Have an IT question and are not sure which way to turn? Give us a call, we are here to help.

Included Services

• End-user support for desktop PCs and Macs, PDAs, printers, and peripherals
• coordination of vendor support for printers and peripherals
• analysis and problem resolution
• hardware and software procurement
• hardware installations (moves, adds, changes)
• software installations (OS upgrades, approved exceptions)
• computer replacement maintenance (break/fix)
• monitoring and diagnostics
• LAN and network connection troubleshooting
• inventory and track software and licenses
• call tracking and reporting
• orientation for new users and basic training for existing users
• standard customer surveys
• periodic audits
• basic resource utilization reporting and
• basic budget planning.