Our IT Service Desk is your first point of contact for technical support. We assist with Tier 1 issues, such as basic troubleshooting and account access, through calls, emails, and tickets submitted through the IT Service Catalog. We help resolve issues as best as we can, and if further expertise is needed, we escalate your request to the appropriate specialized team to ensure a quick resolution. 

To receive assistance, please contact (805) 893-5000, or 

Submit a Ticket

Our Teams

Service Desk

End User Computing Support

VCAD IT End User Computing Support

End User Computing Engineering

Kronos Timekeeping

UCPath

Integrated Technology Operations

 

Key Services

  • The Campus Operator - a real, live person on the other end of the phone who helps callers get connected to the appropriate support team
  • Tier 1 Technical Support - assisting end users with issues related to:
    • Campus Identity
    • MFA or Google’s 2SV
    • Various software programs
  • DUO Assistance - helping users get Duo working on a new phone, providing Duo bypasses when they leave their phone at home, guiding password resets, or even resetting them
  • First Line of Defense - identifying and addressing suspicious activity, providing guidance on safe practices, resetting compromised credentials, and escalating security incidents to specialized teams when necessary.

Helpful Links

Support Tiers Breakdown

Tier 1 The first point of contact for IT issues. Tier 1 support focuses on basic troubleshooting and providing quick resolutions to common problems. Example Services:  Password resets, basic software installation or troubleshooting, printer setup and troubleshooting, assisting with account access, providing how-to information (e.g., FAQs)
Tier 2 Handles more complex issues that Tier 1 cannot resolve. Tier 2 technicians have a deeper understanding of systems and software. Example Services: Advanced software and hardware troubleshooting, operating system errors, connectivity problems (e.g., VPN, network access), email issues (e.g., configuration, client problems), data backup and recovery assistance
Tier 3 Handles the most complex and specialized issues. Tier 3 support involves subject matter experts with in-depth knowledge of specific systems, hardware, and software.

Example Services: Infrastructure issues (e.g., server outages, network infrastructure), database issues and recovery, security incidents, software development and customization support, high-level analysis and problem diagnosis

Training & Support