Support for remote worker

Due to expansion of remote work, please be aware of the resources and procedures outline below regarding support for remote workers. We encourage remote workers to utilize our Guide to Remote Work or one of our 4 ways to get help quickly.

IT support staff will prioritize resolving remotely using various tools and relying on expert knowledge of the IT staff. In most cases, issues can be resolved in this manner. UCLA Health IT will reach out directly to the individual identified in the ticket. 

In cases where remote resolution is not possible (includes hardware issues, inoperable device, and replacement of equipment), the equipment will need to be brought into the work office to have the issue addressed. The support analyst will coordinate the location and time of the onsite support appointment. This applies to all remote workers residing in the greater Los Angeles area and surrounding counties (Orange, San Bernardino, Riverside, Ventura).

Special COVID-19 Procedures: If you are asked to bring hardware onsite,  you must wear a face cloth covering when interfacing with IT support staff.

Please be aware, shipping of equipment is not the responsibility of UCLA Health Information Technology. By exception, there may be some cases where support staff will mail out small items such as cables, phone chargers and peripherals