IT Client Services

Meet the Team

Gerald Yerardi, Director and Accociate CIO IT Client Services

Gerald Yerardi

Associate CIO of IT Client Services

 View our org chart

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 wifi networks for faculty (including emeriti), staff and students. Additionally for faculty and staff, ITCS will help you purchase IT equipment, support your eligible devices, provide file share management, and we are available for general IT consulting. 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 and responds to webform or email requests sent to itcsshelp@berkeley.edu usually within a business day.

Find Us On Campus

Check out the current  IT Zone Support Map to see which team supports your designated zone.

Core Services

Core IT Client Services are provided to all campus customers.

Campus Application Support & Troubleshooting

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 or email requests sent to itcsshelp@berkeley.edu usually within a business day.

Campus Network Troubleshooting

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 or email requests sent to itcsshelp@berkeley.edu usually within a business day. New network services must be ordered through Telecom Services.

File Share Management & Access Control

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, or email  itcsshelp@berkeley.edu. Access changes are usually made within a business day of approval.

Device Services, Support & Troubleshooting

Desktop and laptop computers and mobile devices are supported by the IT Client Services Device Support Team via Service Desk and on-campus teams. ITCS provides a variety of Device Services, including:

  • Computer deployment and setup with the Berkeley Desktop
  • Connecting to a printer
  • Network configuration
  • Software installation
  • Erasure of a hard drive for disposal
  • Remote Desktop configuration
  • Security Incident management for managed devices

ITCS will help fix or replace devices that are broken or not working as expected, and will troubleshoot software issues. Device Services and Troubleshooting can be requested via the Service Desk Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000. ITCS responds to requests usually within a business day. Most troubleshooting issues are resolved within three business days.

Device Purchasing

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 the order 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, speak to a technician by calling Service Desk Monday through Friday, 8 a.m. to 5 p.m. at 510-664-9000.

Printer Configuration Support

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 attack. 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 itcsshelp@berkeley.edu. ITCS responds to requests usually within a business day.

General IT Consulting

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 itcsshelp@berkeley.edu.

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 resources provided.

Department and Project IT Leads

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, or email request to itcsshelp@berkeley.edu to learn how ITCS can provide an IT lead for your department without the need to hire a full FTE.

IT Assistance for Research

As a complement to Berkeley’s Research IT, 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 campus. Please contact us Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000, webform, or email request to itcsshelp@berkeley.edu to learn how ITCS can help your researchers.

Additional Department IT Support

IT Client Services staff can step into a support role for any need that falls outside of the core services offered. An IT support technician can be dedicated to the needs of the department, providing faster on-call support to executive staff and faculty or addressing other department-specific requirements. Please contact us Monday through Friday, 8 a.m. to 5 p.m. via phone at 510-664-9000, webform, or email request to itcsshelp@berkeley.edu to learn how ITCS can provide an IT resource tailored to your department without the need to hire a full FTE.