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School of Medicine Virginia Commonwealth University VCU Medical Center

Computer Support

SOMTS Desktop Support Services Catalog

SOM Technology Services Computer Support offers annual Service Level Agreements for VCU Medical Center departments and divisions. For an annual fee, Service Level Agreements (SLA) offer the following Services.

  • Hardware and Software Support
  • Desktop and Notebook PC Installations
  • Virus Removal
  • Proactive Monitoring via LANDesk
  • Asset Inventory
  • Purchasing Recommendations

Department/Division provides the following:

  • Appoint a liaison to coordinate desktop services, communications, needs and issues with the manager of Desktop Support Services.
  • The responsibility for management of software licenses and the purchasing of software
  • Fiscal responsibility for the purchase of new equipment and non-warranty parts
  • Faculty and staff in the participating department should place a work order for requested services by calling the Technology Services Help Desk at 828-2227 or completing the online service request form via the website: http://supportcenter.vcu.edu/arsys/home.
  • Works with Desktop Support Services to ensure compliance with VCU and Technology Services Desktop Standards.

School of Medicine Desktop Support Services

  • Hardware support
      • Day to day troubleshooting and installations
      • Provide loner equipment when necessary
      • Printer/Copier/Peripheral computing equipment setup and configurations
      • Network or local installation
      • Basic troubleshooting to fix connectivity and configuration issues
      • Printers/Copiers/Peripheral repairs referred to 3rd party repair service
    • Computer swap out/Reimaging to SOM security standards
      • Create images
      • Restore images using Sysprep
      • Backup users work related (excluding personal music files, pictures, and videos) data before wiping the computer
    • Disconnect/reconnect of 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
      • MAC Hardware Support Exception
      • Recommend the purchase of AppleCare Protection for all Macs
      • Hardware repair services available through G2G or local Apple Store
      • Serve as intermediaries if necessary or users may contact G2G or Apple Store directly
  • Software support
    • Installation, configuration and troubleshooting for:
      • Standard SOM supported OS only ( Professional/enterprise editions only)
      • MS Office (versions currently supported by Microsoft)
      • Adobe Acrobat (versions currently supported by Adobe)
      • Unique software and applications
      • SOMTech will provide support on a best effort manner
      • Vendor should be contacted to provide additional support
    • 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, Thunderbird are not supported
    • 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, Medquist.  Support will be coordinated through the VCUHS helpdesk. (SOMTS is developing a process to allow VCUHS to fully support clinical application on non VCUHS equipment.  This will mitigate delays and make support transparent.)
    • Virus Removal
      • Remove viruses and spyware from computers
      • Rebuild computer only if necessary
  • Asset Inventory
      • Maintain an up-to-date inventory of desktops and laptops
  • Mobile Devices (ie: blackberry)
      • Analysts may collaborate with each user to ensure reasonable and appropriate coordination with the appropriate VCU and VCUHS support group
      • PDAs and personal mobile devices are not supported
  • Network Support / Troubleshooting
      • Provide Cat 5e Patch and Crossover Cables in emergency situations
      • Troubleshoot Network Port and Switch issues (if accessible)
      • Research upgrade possibility and work to recommend faster network access
      • Troubleshoot network latency, outages and work with appropriate parties to resolve
      • Assist in troubleshooting wireless network devices and ensure connectivity
  • Specialized Lab/Research Equipment
      • Provide limited support for computing equipment connected to lab/research equipment
      • Analysts will collaborate with each lab to ensure reasonable and appropriate levels of support is given for computing equipment only
  • IT Purchasing
      • Establish standard baseline configuration for desktop computers and laptops
      • Negotiate competitive pricing with vendors
      • Provide quotes for software and hardware that is outside the standard
      • Assist departments with procurement
      • Vendor management
      • Provide USB cable, keyboard, mice 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 batch files for mapping drives
      • Assist faculty and staff with setting up remote access to servers via WebVPN client

  • Sensitive Data Storage and Handling
      • Assist with installation of TrueCrypt
      • Recommend appropriate removable media based on sensitivity of data

  • Communication – website, e-mail, faculty meetings
      • Technical Tips and Updates
      • Frequently Asked Questions (FAQ)
      • Server Maintenance Schedules and Outage Notification
      • Purchasing recommendations
      • Virus and other security alerts
      • Security Awareness Training