Skip to main content
University of California San Francisco Give to UCSF

UCSF IT Technology

Main navigation

  • Status
    • Security Announcements
  • Services
    • Projects
  • How To
  • News & Events
  • About Us
  • Log In
Open Close Search
Open menu
Give to UCSF

Breadcrumb

  1. Home
  2. Services
  3. IT Field Services (ITFS) Desktop Support

This content is viewable by Everyone

IT Field Services (ITFS) Desktop Support

Save

Log in via MyAccess to save.

Subscribe to Service

Log in via MyAccess to subscribe.

  •  Support:
    Log in via MyAccess to get help with this service

How to Request Access

Contact the Service Desk online or by phone 415-514-4100 to create a ticket.


Overview

Our current IT Field Services (ITFS) catalog, below, provides you with a means to compare Medical Center, Campus Basic and Campus Premium service levels. 

The recharge rate for hourly service is $127 per hour for ITFS services that are not covered under subscription. This rate is subject to change every year. For any questions regarding our services, please email us: it-questions@ucsf.edu.

Response and resolution targets for Incident Interruptions

Incident Interruptions are unplanned events that negatively affect the quality or normal operation of an IT service (e.g., Outlook stopped working, computer is unable to boot, loss of network connectivity). New additions, changes or modifications to an existing service are considered Requests and handled under the Request SLA.
Note: An issue affecting the immediate health and well-being of a patient will receive a response within 1 hour. 

Service
Level

Degree
of
Urgency

Response
Time
Target

Resolution
Time
Target

Resolved
on Time
(%)

ITFS
Premium

High

 <1 hour

 <2 bus. days

 80%

Normal

 <2 hours

 <3 bus. days

 80%

ITFS
Basic

High

 <3 hours

 <3 bus. days

 70%

Normal

 <6 hours

 <5 bus. days

 70%

Medical
Center

High

 <1 hours

 <2 bus. days

 80%

Normal

 <2 hours

 <3 bus. days

 80%

ITFS
Hourly

High

N/A

N/A

N/A

Normal

N/A

N/A

N/A


Response Time Targets do not include IT Service Desk processing time. 

  • Phone calls are generally answered in under 60 seconds 80% of the time, with another 15 minutes' processing time. Expect higher wait times during the peak hours of 8 am to10 am, Monday through Friday.
  • Online Chat is answered in under 5 minutes Monday through Friday, 8 am to 5 pm, excluding weekends.
  • Web- or email-submitted tickets are processed in under 24 business hours.

Response and resolution targets for Requests

Requests, also referred to as "planned events," are new additions, changes or modifications to existing IT services. New computer orders, setup of existing computers and new software installations are considered Requests. 

Service
Level

Degree
of
Urgency

Response
Time
Target

Resolution
Time
Target

Resolved
on Time
(%)

ITFS
Premium

High

 <1 hour

 <8 bus. days

80%

Normal

 <2 hours

 <10 bus. days

80%

ITFS
Basic

High

 <3 hours

 <10 bus. days

70%

Normal

 <6 hours

 <12 bus. days

70%

Medical
Center

High

 <3 hours

 <10 bus. days

70%

Normal

 <6 hours

 <12 bus. days

70%

ITFS
Hourly

High

 <3 hours

N/A

N/A

Normal

 <6 hours

N/A

N/A

 

Supported hardware and operating systems

Hardware

ITFS
Basic

Medical
Center

ITFS
Premium

Dell

Models

UCSF
standards
only

UCSF
standards
only

UCSF
standards
only

OS

Windows 10

Windows 10

 Windows 10

Apple

Models

UCSF
standards
only

N/A

All models

OS

See current operating system requirements page at link below.

https://it.ucsf.edu/standard-guideline/it-field-services-operating-system-requirements

Other
Brands

Models

Hourly

Unsupported

All models

OS

Hourly

Unsupported

 Windows 10

Personal or non-UCSF–owned  workstations are supported on an hourly basis for all service tiers. Non-UCSF Health and non-UCSF Computer Depot standard models are supported on a best-effort basis.

Supported smartphones and tablets

   
 

ITFS
Basic

Medical
Center

ITFS
Premium

Apple

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Android

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Mail Connection
Only -
standard
UCSF
Enterprise
Software

Windows

Unsupported

Unsupported

Mail Connection
Only -
standard
UCSF
Enterprise
Software

 

Supported print devices

IT Field Service (ITFS) support is limited to print function only and does not include hardware.  

Campus customers may contact the Print Management Program or a 3rd-party vendor of your choosing for support.

Medical Center customers will be referred to PrintSmart print services.

Devices

ITFS
Basic

Medical
Center

ITFS
Premium

Locally
Attached
Printers
(e.g., USB)

Supported 
(1 hour max)

Unsupported

Supported 
(4 hours max)

Network
Printers

Supported

Supported

(Click here for
supported
models)

Supported

Multifunction
Devices
(MFD)

Supported for 
print/scan
functions only

Supported for
print/scan
functions only

Supported for
print/scan
functions only

Supported label printers 

Use Case

Model Number

Part Code

Patient Labels

Zebra ZD621-HC

ZD6AH42-D01F00EZ

High-Volume label printer (Pharmacy)

Zebra ZT411

ZT41143-T410000Z

Patient Wristband

ZD510

ZD51013-D01E00FZ

Specimen Collection label printer

ZEBRA ZD611 *wireless and wired

ZD6AH22-D01B01EZ

Specimen Collection label printer

ZEBRA ZD611 *wired

ZD6AH23-T01E00EZ

High-volume Document and Card scanning

Fujitsu fi-8170

MFG.PART: PA03810-B055

Medium-volume Document and Card scanning

Epson DS-530 II

MFG Part: B11B261202


Supported software and applications

Software &
Applications

ITFS
Basic

Medical
Center

ITFS
Premium

UCSF
Enterprise Standard Applications

Supported

Supported

Supported

UCSF
Enterprise Standard
Software

Supported

Supported

Supported

UCSF non-Standard Applications & Software

15 minutes of support per encounter, 
up to max of
1 hour; hourly recharge after
(best-effort, subject to business justification)

15 minutes of support per encounter, 
up to max of
1 hour; hourly recharge after (best-effort,
subject to
business justification)

15 minutes of support per encounter, 
up to max of
4 hours; hourly recharge after (best-effort, subject to business justification)

 

Standard software listing 

  • Adobe Acrobat Reader
  • Adobe Creative Suite (license not included)
  • Adobe Photoshop & Illustrator (license not included)
  • Box
  • Cisco Jabber Unified Communications
  • Cisco Jabber Video
  • Cisco WebEx
  • Dell Data Protection Encryption (DDPE)
  • Endnote (license not included)
  • Microsoft Office (2016 and 365)
  • Microsoft Office for Mac (2019 and 365)
  • Microsoft Project (license not included)
  • Microsoft Visio (license not included)
  • Pulse Secure VPN
  • Symantec Endpoint Protection
  • VMware Fusion (macOS)
  • VMware Workstation (Windows)
  • Zoom web conferencing

Other ITFS services

Service

ITFS
Basic

Medical
Center

ITFS
Premium

Conference
Room
Support

Covered 
for first
15 minutes

Covered
for first
15 minutes

Covered
for first
15 minutes

Device
Moves

Covered for
same suite
only, up to
5 devices
at a time

Covered for
same suite
only, up to
5 devices
at a time

Covered for
same suite
only, up to
5 devices
at a time

Loaner
Computers

Service
Loaner
only

Service
Loaner
only

14-day
maximum
and
based on
availability

Loaner
Projectors

Hourly

Unavailable

Provided
based on
availability

Home
Wireless

Unsupported

Unsupported

Unsupported

Fax
Machines

Unsupported

Unsupported

Unsupported

  • Service Manager: Raymond Cheung IT
  • Service Owner Team: ITFS CEM
  • Service Support Team: ITFS CEM
  • Audience: Faculty, Staff, Student
  • Service Category: Desktop Support

Related Information

  • ITFS Desktop Support FAQs
  • ITFS Event Support
  • IT Field Services (ITFS) Desktop Support: Hourly or Project Support
  • IT Field Services (ITFS) Subscription FAQs
  • IT Field Services (ITFS) Desktop Support Health Desks
  • ITFS Supported Macs
  • IT Field Services (ITFS) Desktop Support
  • ITFS Proactive Medical Center Rounding
  • Order Computers or Accessories from ITFS Depot FAQs
  • Criteria for Basic Support
  • Criteria for Premium Support

Related News

  • End of Support: macOS Monterey 12.x
    David Ng/Monday, September 16, 2024
  • New Feature When Setting Up University-Managed Macs
    David Ng/Thursday, April 18, 2024
  • Upgrade macOS to continue receiving Microsoft 365 and Office for Mac updates
    David Ng/Tuesday, September 26, 2023
  • Support Status for New Apple Laptops with M2 Chips
    David Ng/Thursday, September 8, 2022
Section Menu
IT Field Services (ITFS) Desktop Support
  • ITFS Desktop Support FAQs
  • IT Field Services (ITFS) Subscription FAQs
  • IT Field Services (ITFS) Desktop Support: Basic Subscription
  • Criteria for Basic Support
  • IT Field Services (ITFS) Desktop Support: Premium Subscription
  • Criteria for Premium Support
  • IT Field Services (ITFS) Desktop Support: Hourly or Project Support
  • Computer and Accessory Ordering
  • Order Computers or Accessories from ITFS Depot FAQs
  • How to Request or Buy Software
  • IT Field Services (ITFS) Desktop Support Health Desks
  • ITFS Proactive Medical Center Rounding
  • IT Enterprise Service Level Agreement (SLA)
Home

Footer Col 1

  • Status
  • Services
  • How To
  • News & Events

Footer Col 2

  • About
  • IT Directory
  • Standards & Guidelines

Footer Col 3

  • Get Help
  • Recognize IT Staff
  • Submit a Support Inquiry

    For emergencies and high priority issues please call the IT Service Desk (415) 514-4100

    • Facebook
    • Twitter
    • YouTube
    • Instagram

    © 2025 The Regents of the University of California