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School of Medicine Technology Services

SOMTech, Administrative and Academic Systems,
and Educational Technologies

SOMTech, Administrative and Academic Systems, and Educational Technologies

Computer services

Computer services provided

Website: http://go.vcu.edu/SOMTicket
Phone: (804) 828-2227
Email: somtech@vcu.edu

Hours: 8 a.m.-5 p.m., Monday-Friday

Services provided

Client services

Hardware support

  • Day-to-day troubleshooting and installations
  • Loaner equipment
  • 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 third-party repair service
  • Computer swap-out/reimaging to SOM security standards
    • Image creation
    • Images restoration using Sysprep
    • Backup of work-related data before wiping the computer (excluding personal music files, pictures and videos)
    • Disconnection/reconnection for moves or equipment relocations
  • Break fix
    • General break fix assessment/troubleshooting
    • Coordination of delivery and installation of replacement parts for warranty equipment
    • Parts recommendation and quotes for out-of-warranty equipment
    • Intermediary for Apple hardware support (or user may contact VCU Technology Services fixIT Opens a new window, CapitolMac or Short Pump Apple Store directly)
    • Purchase recommendation for AppleCare protection on all Macs

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 offer support in a best-effort manner
      • Vendor technical support may be required to provide additional support
    • Email (Lotus Notes)
    • Lotus Notes client on new and existing computers
    • Client upgrades
    • Troubleshooting of minor issues (database and server issues referred to VCU Technology Services)
    • IMAP email clients such as Outlook, Thunderbird – not supported
    • Institutional software (Banner, Blackboard, etc.)
      • Initial assessment, basic troubleshooting and coordination with appropriate support group to provide additional services
      • Installation of VCU Health System applications such as Cerner, IDX, Medquist. Support will be coordinated through the VCUHS Help Desk. (SOMTech will be developing a process to allow VCUHS to support clinical application on non-VCUHS equipment. This will mitigate delays and make support transparent.)

Virus removal

  • Remove viruses and spyware from computers
  • Reformat computer if necessary

Asset inventory

  • Maintain an up-to-date inventory of desktops and laptops

Mobile devices

  • 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 issue
  • 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 that reasonable and appropriate levels of support are 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
  • Manage vendors
  • Provide USB cable, keyboard, mice in emergency situations

Remote access management

  • Complete and collect necessary paperwork 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, email, faculty meetings

  • Technical tips and updates
  • Frequently asked questions
  • 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 Novell and Active Directory groups and users
  • Create and maintain Novell and Active Directory login scripts
  • Monitor storage utilization and coordinate the purchase of additional storage as needed
  • Coordinate data backup schedule with VCU Computer Center
  • Restore files from backup as requested
  • Monitor server event logs and hobbit messages and take corrective action as needed

Application hosting

  • Web applications
    • Research application requirements and make appropriate recommendations for server (virtual vs. physical)
    • Coordinate the provision of new server if necessary
    • Configure application on Web server
      • 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 and Novell servers
    • Configure and troubleshoot applications
    • Manage groups and permissions

Desktop management

  • LANDesk administration
  • Patch management
  • Software deployment
  • Inventory management
  • License management

Information security management

  • Perform risk and vulnerability assessment
    • Business impact analysis
    • Business contingency planning
    • Threat assessment
  • Review policy and standard with departments
  • Review information standards on an annual basis and develop new templates and standards as needed
  • Recommend encryption solution for protection of local data
  • Conduct security awareness training, education for faculty/staff
  • Collaborate with SOM, VCU and VCUHS on
    • Compliance and policies
    • Incident response and coordination with organizational entities