SOMTech Computer Support
Submit an online service request
Call 828-2227 for immediate help, 8am-5pm M-F
Support procedure
A service request can be placed by phone or online via Remedy Requester. 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 SOMTech group.
When a request is submitted online, it is routed directly to the SOMTech queue. Work orders are generally processed in the order that they are received with the exceptions of new computer installations and emergencies. SOMTech has escalation procedures in place to handle emergency requests.
Emergency needs are determined by a department's IT contact or designee. Once the IT contact or designee has decided that an emergency exists, then he or she will call the Desktop Support Manager at the number that was provided. The Desktop Support Manager will dispatch a technician immediately to provide the necessary support to resolve the problem.
It is important to place a work order rather than walk-up, e-mail, or call a SOMTech technician directly. This ensures that all work is properly distributed and resolved in a timely manner.
