I&IT 2nd Tier Support

If the I&IT Help Desk cannot provide timely, if not immediate, solutions to your questions or problems, you may be referred to I&IT 2nd Tier Support for further assistance (alternatively, you may be referred to your department’s technical contact).

In addition to helping to resolve end-user computing issues that cannot be quickly handled by the 1st Tier Help Desk unit, 2nd Tier Support provides:

specialized technical support to the campus technicians and, in some cases, their key customers on such issues as networking, electronic mail and settings on laboratory computers
end-user support for the President and his staff (including the Ombuds office)
primary support of desktop and laptop users in the University Advancement division
support of specialized applications such as the Mailman group mail lists
researching why electronic mail from outside the campus may not be reaching their intended campus recipient
1st Tier support at peak times for the Help Desk
support of a limited number of Personal Digital Assistants (currently the Treo 750) and other digital devices, such as plotters
testing of new operating systems, such as Vista and Leopard
assistance with the distribution of campus-licensed software.

I&IT 2nd Tier Support & Security is also an integral part of Cal Poly Pomona’s Learning-Centered Technology Initiative (LCT Initiative), and is responsible for technical consultation and testing of LCT Initiative equipment.

This page was last updated on September 26, 2008.