Providing multi-tiered coverage to the entire CCSF community!
The Desktop Support group provides multi-tiered technology support to all CCSF campus/centers. The Information Technology Services (ITS) Technicians ("Techs") provide customer service beyond that which can be provided by the Help Desk.
Tier 2 – On site visit
If the Help Desk determines that support and or service is required beyond that which can be provided by phone, it will be handled by Desktop Support. Typical items include software installation, hardware troubleshooting, and more.
Tier 3 – In house service
When an item cannot be serviced on site, it is escalated to in house service Techs. These typically are for complicated part replacement or advance troubleshooting. When possible, Desktop Support will provide temporary, substitute equipment.
Tier 4 – 3rd Party service
In extreme cases, items must be sent off site for repairs and/or service. Desktop Support Techs take care of coordination with outside services as well as its return and setup.