This story is part of our UCSF People series, highlighting the many dedicated individuals across the UCSF community who advance health worldwide through research, education, and clinical care in their everyday work.

 

 

For most people, UC San Francisco Information Technology (IT) is the place they call when their computer or Wi-Fi stops working.

But, as with many things at UCSF, there’s more to it than meets the eye.

The network of people behind IT’s support system are better known as the IT Service Desk, the first point of contact for repair or help with IT services and products. The team operates 24 hours a day, seven days a week to keep UCSF humming – made possible by fielding the hundreds of calls each and every day.

“We like to think of ourselves as technical diplomats,” said Greg Taylor, IT Service Desk technical operations supervisor. “We can translate what’s complex into simple terms to allow the technology to be a tool to do your job more effectively and be at the cutting edge of all of the technology that’s available to us. We’re that conduit for the organization to push the mission forward.”

One IT Service Desk group, based in Brisbane, includes Taylor; Kevin Weaver, technical support service analyst; Maria Cabral, clinical support service analyst; and Jonathan “JP” Peralta, clinical support service analyst.

While they operate separately, their combined skills make up an efficient, problem-solving team that services departments and offices across UCSF, UCSF Health, and its affiliates on a daily basis. Their work ranges from password resets and account lockouts to operating system issues and application and network troubleshooting, and everything in between.

“You never know what kind of a call you’re going to get,” said Cabral.

Tag along as we follow IT Service Desk staff through a day in their lives.

 
Clock that reads 8:35 a.m.
Notecard says “Tech solutions with a human touch.”

 

Taylor and his colleagues settle in for another day at UCSF’s facility in Brisbane on Marina Boulevard.

Their jobs are an essential backbone to the university, enabling access for thousands of employees to systems, machines, and secure information. But it starts with listening.

“We are customer service,” he said. “Our goal is to enhance the customer experience end-to-end by leveraging technology at UCSF. I’m here as a partner with you. You and I are tied to this university, both working for UCSF.”

 
A man smiling while standing at a height-adjustable desk.
Clock that reads 9:28 a.m.
Notecard says “You vent it, we’ll fix it.”

 

Like moths to a flame, those with tech issues will find their way to the IT Service Desk.

Weaver goes face-to-face to troubleshoot Wi-Fi and network connectivity issues with Cecilia Shen, practice coordinator in Medical Specialties at the UCSF Health Contact Center, and John Gullixson, quality assurance analyst and trainer at UCSF Access Shared Services.

Both Shen and Gullixson also have offices in Brisbane.

 
Two IT professionals, a man and a woman, looking at a computer monitor at a workstation.
Two men in an office cubicle area, standing and talking.
Clock that reads 9:49 a.m.
Notecard says “Call me your ‘technical diplomat.’”

 

New hires have arrived!

Taylor, Kyle McCullough, instructor at the IT Service Desk, and various virtual attendees welcome Joseph Campos, Justin Struthers, Von Carpio, Wellington da Silva, and Will Day during an all-day class for new employees.

Today is about getting a 10,000-foot view of their goals and mission, plus new laptops and equipment.

“I love supporting the amazing, talented individuals that are working at this incredible university,” Taylor said of his team’s role at UCSF. “I also love our ability to be so closely in tune with technology at the cutting edge of everything.”

 
A man speaking and gesturing with his hands during a meeting, with two colleagues seen from behind.
A group of people at a conference table collaborating in a hybrid meeting.
Clock that reads 11:16 a.m.
Notecard says “Calm amongst chaos.”

 

Cabral understands customer service.

She’s been at UCSF for 14 years and has honed that skill over – literally – tens of thousands of calls, if not more.

“We get to a point where we recognize the tone of a caller right away,” she said. “It’s a skill that helps us navigate the issue quickly, because many times they don’t know what the issue is. I really enjoy working with staff and helping them do what they need to do.”

 
A woman wearing a headset, looking at a computer monitor.
A woman smiling while walking down a hallway, carrying a lunch container.
Clock that reads 12:07 p.m.
Notecard says "We all need to unwind sometimes.”

 

It’s a lunch trip for the team.

Weaver, Peralta, Taylor, and Cabral take a break for food in their office park.

 
Four coworkers walking together in an outdoor courtyard.
Clock that reads 1:01 p.m.
Notecard says “Solving tech puzzles.”

 

Weaver finds space among his 30-plus laptops, monitors, cables, and cords while he answers requests for tech repair. The loaner machines “just pile up,” he said.

Weaver, who was recently diagnosed with kidney cancer and subsequently received treatment at UCSF, has a firm and very personal belief in the IT Service Desk’s place as part of the university’s mission. “UCSF really has affected my life,” he said.

 
A man with a beanie sitting in a cluttered office cubicle, working on a laptop.
Clock that reads 1:04 p.m.
Notecard says “On the move.”

 

It’s onto another in-person session.

This time, Weaver heads down the hallway to set up a new computer for new hire Jack Wang, internal communications manager at UCSF Health.

 
A man walking with a new laptop and box in hand, in front of a UCSF Health logo wall.
Two men working together on laptops at a small table in an office.
Clock that reads 4:43 p.m.
Notecard says “Keeping UCSF connected.”

 

So many people at UCSF have personal ties to health care.

Peralta is part of that group, too. His mom was a nurse for decades.

“She’s inspired me to help others, so I decided to be as helpful to as others as I can be through my skills,” Peralta said. “I’m really honored that I get to do it at one of the highest ranking hospitals and universities in the U.S.”

Those skills help him simultaneously talk to a customer and document the conversation. 

 
A man wearing a headset, intently focused on his computer monitor.
Clock that reads 5:09 p.m.
Notecard says “Unseen but essential.”

 

Smiles all around for another day done.

Leading everyday tech improvement at UCSF is no easy feat.

“We’re behind the scenes but never behind the times, ensuring UCSF’s technology is ready for what’s next with every system, every tool, and every solution,” Taylor said.

 
A group of four coworkers enthusiastically celebrating outdoors.

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