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School of Medicine Virginia Commonwealth University VCU Medical Center

Computer Support

Contact Us:

Web: http://supportcenter.vcu.edu
Phone: 828-2227

Hours of Operation
8:00am - 5:00pm (Monday- Friday)

Requesting Support

A service request can be placed by phone or online via Remedy Requester. It is important to place a work order rather than walk-up, email or call an IT Support Analyst (ISA) directly. This ensures that all work is properly distributed and resolved in a timely manner.

Online requests

When a request is submitted online, it is routed directly to the SOMTech queue. Work orders are generally processed in the order received with the exception of new computer installations and emergency requests. SOMTech has escalation procedures in place to handle emergency requests.

To submit an online work request for SOMTech:

  1. Go to the Remedy request page. Enter your eID and password when prompted. If you don’t know what your eID is, use the VCU eID Finder or contact the VCU Help Desk at 828-2227.
  2. Select "Create Request"
  3. In the " I need Assistance From/With" field select SOMTech. Selecting SOMTech makes sure that your service request is routed to our group.
  4. In the “Details” box, enter problem location and a description of the problem. If possible, type in any error messages you are receiving. For example, “Computer will not boot. Gives error message: Boot disk not found.”
  5. Enter your phone number in the “Number where you can be reached” text box.
  6. If you have any supplemental documentation you can add this to your request by selecting the "Add Attachment button".
  7. Click the Save button to generate your service request. A confirmation dialog box appears, notifying you that Remedy has processed your request. You will also receive a confirmation email.
  8. Click OK to close the confirmation dialog box.

Phone requests

To place a service request by phone, call the VCU Help Desk at 828-2227.  When placing a service request by phone, please inform the Help Desk representative to route your request to the SOMTech group.

 

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Prioritization of Requests

To minimize downtime and loss of productivity due to technical problems, the service requests are prioritized as follows:

  • Priority 0 (Highest Priority)
    • Network outages that affects an entire building or floor
    • Log-On problems
    • Enterprise application outages
    • Malicious code infections are handled as priority 0 by default. If the infection is not classified as a security incident, then the priority will drop to 1 (Ad-ware)
    • Security incidents that jeopardize the confidentiality, integrity and availability of sensitive data.
    • Deans, Department / Division Chairs and their Administrative Assistants
  • Priority 1 (High Priority)
    • New computer installs for new hires
    • Malicious code infections that are not qualified as a security incident (Ad-ware)
    • Computers that will not boot or crashes repeatedly
    • Any IT related issues that prevent an individual from conducting day to day business operations
    • Data restoration
  • Priority 2
    • General computer problems (computer not operating properly but functional)
    • Lotus Notes client installation for new hires
    • IT related issues that do not prevent an individual from conducting day to day activities.
    • Printer problems
  • Priority 3
    • Active Directory account maintenance and access management (Account Creation, Deletion, Modification. File and folder permissions)
    • Purchasing recommendations
    • Software installations and/or updates
    • Remote access troubleshooting
    • Walk-Up Requests (A service request will need to be generated in Remedy. Afterwards, the ISA will prioritize the request)
    • Telephone Requests* (A service request will need to be generated in Remedy. Afterwards, the ISA will prioritize the request) *Note ISAs can be away from his or her desks for an undetermined amount of time; therefore, to reduce a lapse in service, please submit a service request.
  • Priority 4
    • New computer installations (This only applies to faculty/staff that have working computers and will require data migration)
    • New printer or peripheral installations

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Emergency Requests

The Department Chair, Chair's Administrative Assistant, Departmental Administrator and IT Liaison may contact the department's assigned ISA, Assistant Manager, IT Manager or the Director of Infrastructure and Client Services at the cell phone numbers provided to them. For escalation procedures to work effectively it is important that requests are escalated only in emergencies. Faculty and staff may contact VCU Helpdesk at 828-2227 and ask to have his or her service request escalated to SOMTech management. Faculty and staff may contact his or her department IT Liaison who can then reach their ISA by the emergency contact number.

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Services Provided

Client Services (SOMTech)

  • Hardware support
    • Day to day troubleshooting and installations
    • Provide loaner equipment when necessary
    • Printer/Copier/Peripheral computing equipment setup and configurations
      • Network or local installation
      • Basic troubleshooting to resolve connectivity and configuration issues
      • Printers/Copiers/Peripheral repairs are referred to 3rd party repair vendors
    • Computer swap out/Reimaging to SOM security standards
      • Create images
      • Restore images using Sysprep
      • Backup users work related (excludes personal music files, pictures, and videos) data before wiping the computer
      • Disconnect/reconnect computer equipment for relocations
    • Break fix
      • General break fix assessment/troubleshooting
      • Coordinate delivery and installation of replacement parts for warranty equipment
      • Recommend parts and provide quotes for out-of-warranty equipment
      • For Apple hardware support, we serve as intermediaries or you may contact VCU Technology Services FixIT, CapitolMac, or Short Pump Apple Store directly
        • Apple Care Protection Plan is highly recommended for all Apple computers
  • Software support
      • Installation, configuration and troubleshooting for:
        • Vendor supported Operating Systems (Professional/Enterprise editions only)
        • Vendor supported MS Office
        • Vendor supported Adobe Acrobat
        • Unique 3rd party software and applications
          • SOMTech will conduct the initial installations. Thereafter, vendor support will need to be sought by faculty/staff should any issues arise.
      • E-mail (Lotus Notes)
        • Install Lotus Notes client on new and existing computers
        • Assist with client upgrades
        • Troubleshoot minor issues; database and server issues referred to VCU Technology Services
        • IMAP email clients such as Outlook and Thunderbird are not supported by SOMTech. We strongly encourage and support the use of the Lotus Notes client and webmail.
        • Institutional software (Banner, Blackboard, etc.)
        • SOMTech will provide initial assessment, basic troubleshooting and coordinate with the appropriate support group to provide additional support services
        • Installation of VCUHS applications such as Cerner, IDX, and Medquist.  Support will be coordinated through the VCUHS Helpdesk.
  • Virus Removal
      • Remove viruses and spyware from computers
      • Reformat computer if necessary
  • Asset Inventory
      • Maintain an up-to-date inventory of desktops and laptops. Departments can request inventory reports by submitting a service request.
      • Provide surplus assistance
  • Mobile Devices (i.e., Blackberry, iPhone, Android phones, iPads)
      • Analysts may collaborate with each user to ensure reasonable and appropriate coordination with the appropriate VCU and VCUHS support group
      • PDAs, Netbooks and other personal mobile devices are not supported
  • Network Support / Troubleshooting
      • Provide Cat 5e Patch and Crossover Cables in emergency situations
      • Troubleshoot outages and work with VCUHS or VCUNet to resolve
      • Assist in troubleshooting wireless network devices and ensure connectivity
  • Specialized Lab/Research Equipment
      • Provide limited support for computers connected to laboratory research equipment. Vendor support will need to be sought by faculty/staff should any issues arise with 3rd party laboratory equipment and software
      • Analysts will collaborate with each lab to ensure reasonable and appropriate levels of support is given for computing equipment
  • IT Purchasing
      • Establish standard baseline configuration for desktop computers and laptops
      • Negotiate competitive pricing with vendors
      • Provide quotes for hardware and software
      • Assist departments with procurement if needed
      • Provide USB cables, keyboards, mice or monitors in emergency situations
  • Remote access management
      • Complete and collect necessary paper work for remote access
      • Coordinate level of access with VCU Technology Services as needed
      • Provide instructions and necessary files for connecting to network storage
      • Assist faculty and staff with setting up remote access to servers via WebVPN client
  • Sensitive Data Storage and Handling
      • Installation of Credant Encryption software
  • Communication – website, e-mail, faculty meetings
      • Provide technical tips and updates
      • Frequently Asked Questions (FAQ)
      • Server Maintenance Schedules and Outage Notification
      • Purchasing recommendations
      • Virus and other security alerts
      • Security Awareness Training

Information Security and Infrastructure Services

  • Network administration
    • Manage Active Directory Group Policies
    • Manage Active Directory User and Groups
    • Create and maintain Active Directory Login Scripts
    • Monitor storage utilization and coordinate additional storage as needed
    • Restore files from backup Tivoli Management System when requested
    • Monitor server event logs and hobbit messages. Take corrective action as needed
  • Application Hosting
    • Web Applications
      • Research application requirements and make appropriate recommendations for server (virtual vs. physical)
      • Coordinate new server provisioning
      • Install server applications
        • Create virtual directory
        • Manage application pools
        • Install SSL certificate
      • Monitor application and server event logs to detect suspicious activity and take corrective action if needed
      • Manage developer access and permissions
    • Applications hosted on Windows Servers
      • Configure and troubleshoot applications
      • Manage groups and permissions
  • Desktop Management
    • LANDesk Administration
      • Patch management
      • Software deployment
      • Inventory management
  • Information Security Management
    • Perform Risk and Vulnerability assessments
      • Business Impact analysis
      • Business contingency planning
      • Threat assessment
    • Review policies and standard operating procedures with departments
    • Review standards and policies on an annual basis and develop new templates and standards as needed
    • Recommend encryption solution for protection of local data
    • Conduct security awareness educations and training for faculty/staff
    • Collaborate with VCU IT Security and VCUHS IT Security on:
      • Compliance and Policies
      • Incident response and coordinate appropriately with organizational entities

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Supported Departments

With the exception of departments of Pathology, Radiation Oncology, and Emergency Medicine, all SOM departments are supported centrally by SOMTech. Each department/division is assigned a dedicated IT Support Analyst (ISA) to provide continuity of service and faster response time.

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