Office of Technology Services | LSC-North Harris OTS | LSC-North Harris Service Desk |
LSC-North Harris Support Tiers
Tier I – The Service Desk should:- Take the call
- Enter the work order, user information and problem description
- Perform minor troubleshooting
o Printers
o Passwords
o Network connectivity - Use remote control systems to perform basic troubleshooting or to correct the problem.
- If the problem is resolved close the work order
- If minor troubleshooting does not work the work order is assigned to a technician.
- Follow up on work orders after they are closed, spot checking.
Tier I.5 – Advanced Service Desk support
These are student employees that have sound technical skills and can handle advanced problems.
- Advanced hardware troubleshooting
- Parts replacement
- System maintenance
- Float computer installation
Tier II – Primary PC Technicians
These are our Tech II, III and IV’s.
- Hardware installation and configuration
- Troubleshooting hardware problems
- Parts replacement and warranty work
- Develop and test hardware images
If a problem can not be fixed by a Tier II technician it is escalated to Tier III
Tier III – Advanced Technicians
These are a combination of Tech IV and LAN Techs.
- Overflow support for Tier II
- Server support
- Network support
- Virus Troubleshooting
- Technology Planning – R&D
