What We Do
IT Client Services (ITCS) provides technical support to over 30,000 customers in the campus community through the IT Service Desk, Device Provisioning, Device Support, and Engineering and Security Teams. ITCS strives to provide excellent customer service to support the University's fundamental missions of teaching, research, and public service.
ITCS teams support campus applications and troubleshoot wired and Wi-Fi networks for faculty (including emeriti), staff, and student employees. Additionally, for faculty and staff, ITCS will help you purchase IT equipment(link is external), support your eligible devices(link is external), and provide file share management, and we are available for general IT consulting(link is external). These core services are available to all UC Berkeley divisions.
Extended services are also available to departments with IT requirements that extend beyond ITCS core services for an additional cost. ITCS can provide IT department or project leads, additional on-call support to executive staff and faculty, IT assistance for researchers, or address other department-specific requirements.
The Service Desk is available for support Monday through Friday, 8 a.m. to 5 p.m. (excluding University holidays) via phone at 510-664-9000. You can also order a service using the IT Catalog(link is external) or report a problem with the incident webform(link is external)
Core Services
Core IT Client Services are provided to all campus customers.
ITCS Service Desk provides support and troubleshooting for many campus applications, including the bConnected Software Suite, CalNet ID, 2-Step, BearBuy, CalAnswers, CalTime and others. The Service Desk is available for support Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000 and responds to webform(link is external) or email requests sent to itcshelp@berkeley.edu(link sends e-mail) usually within a business day.
ITCS can help troubleshoot network problems and assist in registering devices remotely through the Service Desk or on-site through our Device Support Team. Both teams can assist in problems with the wired network, Wi-Fi services, and VPN. Network support is available for support Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000 and responds to webform(link is external) or email requests sent to itcshelp@berkeley.edu(link sends e-mail) usually within a business day. New network services must be ordered through Telecom Services(link is external)
System administrators at ITCS can manage your data storage, provisioning file shares, and maintaining secure data servers in partnership with IST Platform Infrastructure. ITCS will also manage access control to your data, setting permissions to access or save to file share for staff, faculty, or guests. To request a new file share, contact our Service Desk at 510-664-9000 or reach out via email. Access control change requests can also be made by calling the Service Desk Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000, webform(link is external), or email itcshelp@berkeley.edu(link sends e-mail). Access changes are usually made within a business day of approval.
Desktop and laptop computers and mobile devices are supported by the IT Client Services Device Support Team via the Service Desk and on-campus teams. ITCS provides a variety of Device Services, including:
-
Computer setup with the Berkeley Desktop
-
Printer configuration and connections
-
Assistance connecting supported devices to the campus's wired & wireless networks
-
Installation of campus productivity suites and other software
-
Decommission of computing devices, including secure erasure of a hard drive for disposal
-
Remote Desktop configuration
-
Security incident management for managed devices
Visit the IT Service Catalog(link is external) and select Device Support to order services.
ITCS will assist with troubleshooting general IT issues for standard devices and Campus productivity software suites. While we do not handle hardware-related issues, we will assist with coordinating warranty repair of campus-funded and recommended equipment that is still under warranty with supported vendors. You can report that something is broken by using the incident webform(link is external). ITCS is available Monday through Friday (excluding University holidays), 8 a.m. to 5 p.m. via our online ticketing system, or call 510-664-9000, option 1,1.
IT Client Services maintains an inventory of standard computer equipment available to purchase for faculty and staff. ITCS technicians can also help you with custom equipment orders. Technicians handle your order from start to finish – placing it on your behalf, receiving the equipment from the vendor, preparing your computer for deployment, and setting it up in your office space. In stock, standard equipment can be deployed in a few days. Customer orders are dependent on how quickly our vendors can deliver the equipment. To place an order, visit: https://berkeley.service-now.com/bit?id=emp_taxonomy_topic&topic_id=308eeb0287718ed0a4fdeb1e3fbb35a7&in_context=true(link is external)
IT Client Services technicians can help you to register your printer or multifunction device for network access. ITCS can also assist in configuring the device’s network and security settings to prevent unwanted printing and secure it from malicious attacks. For multifunction devices with scanning capabilities, scan-to-email can also be configured. Printer maintenance, repair, and supplies must be provided by you or your vendor. To request printer configuration, call Service Desk Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000, webform, or email request to itcshelp@berkeley.edu(link sends e-mail). ITCS responds to requests usually within a business day.
IT Client Services Technicians and Managers can provide consulting and advice on a variety of technical topics. ITCS staff has expertise in computer hardware, software, and peripherals, data management, security, networking, and much more. ITCS also has an extended network of IT partners throughout campus and can connect with experts in IT infrastructure, campus applications, academic technology, and research IT. To make a consulting inquiry contact our Service Desk at 510-664-9000 or reach out via email to itcshelp@berkeley.edu(link sends e-mail) or visit our Service Catalog(link is external).
Extended Services
IT Client Services provides additional services to departments with IT requirements that extend beyond ITCS core services. ITCS will work with you to find expertise in your area of need. Extended services may require an additional financial commitment for the resources provided.
IT Client Services staff can lead your department’s IT projects or serve as a department IT consultant and decision maker, even supervising your department’s IT staff. ITCS can find you expertise where you have a gap – taking responsibility for your department’s information security, helping to organize your IT assets, making purchases, advising on networking and data storage, or helping wherever your department has an IT need. Please contact us Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000, webform(link is external), or email request to itcshelp@berkeley.edu(link sends e-mail) to learn how ITCS can provide an IT lead for your department without the need to hire a full FTE.
As a complement to Berkeley’s Research IT(link is external), IT Client Services can provide assistance monitoring security and configuring networking and data storage in labs, or can help principal investigators and their research staff set up IT hardware or implement recommendations made by Research IT experts. ITCS staff will consult with researchers and support staff to find the best campus resource to meet their needs or assist with vendor communications if what is needed cannot be provided by the campus. Please contact us Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000, webform(link is external), or email request to itcshelp@berkeley.edu(link sends e-mail) to learn how ITCS can help your researchers.
IT Client Services staff can step into a support role for needs that fall outside of the core services offered by ITCS. Please contact us Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000, webform(link is external), or email request to itcshelp@berkeley.edu(link sends e-mail) to learn how ITCS can provide an IT resource tailored to your department without the need to hire a full FTE.
