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Information Systems
IT Support Center
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CONTACT
Kimberly Ascue, Director
Email: kascue@vt.edu
Phone: 540-231-3566

The Information Systems (IS) Group provides support for the information technology and information processing needs of the Virginia-Maryland College of Veterinary Medicine. In addition to providing first-line technical support to faculty, students, and staff, the IS Group develops and maintains a wide variety of applications that are essential to the function of the college and the Veterinary Teaching Hospital.

The college and hospital employ a multitude of information systems, ranging from web-based applications and hospital information systems to desktop accounting systems and image management applications. The IS Group serves as technical consultants for all of these systems, and the group often provides more-detailed support through the in-house development of applications needed to support the college's daily functions.

The IS Group is responsible for many aspects of the technology environment, including networks, IT security services, video teleconferencing, and other services. The group also supports technology deployment throughout the college, including research initiatives, hospital system upgrades, and technology enhancements that position the college at the forefront of veterinary medicine.


Requesting IT support

The IT Support Center is open Monday through Friday, 8 a.m. to 5 p.m. (closed on university holidays). We can be reached using any of the following methods.

VetMed IT Helpdesk Portal

This web-based platform for submitting IT requests is available via the shortcut icon (shown at left) on all Windows computers on the VETMED domain. Mac users should contact the IT Support Center for assistance in creating a shortcut to the Helpdesk Portal.

Submit a request to the IT Support Center by emailing vethelp@vt.edu. Please use a short and descriptive subject line and include concise details in the body of the message.

Call 540-231-2791 from 8 a.m. to 5 p.m., Monday through Friday, to reach the IT Support Center. If your reach our voicemail, please leave a message with your name, phone number, and a brief description of the problem.

Walk-ins are welcome at the IT Support Center during normal operating hours. Our office is located in the Infectious Disease Research Facility (IDRF) on the first floor, room 127. On occasion, all technicians may be out on service calls. In this case, the emergency number is posted on the door.

As a general rule, IT Support Center service is available for inquiries and problems dealing with electronic devices that have a processor or a digital display or somehow connect to a computer. Examples of supported items and systems include the following:

  • State-owned electronic equipment: desktop/laptop computers, cell phones, printers, monitors, etc.
  • Classroom audio/visual equipment: televisions, projectors, etc.
  • Work-related software: Microsoft Office, Adobe Acrobat, CGI/VISION, internet browsers, etc.
  • VetMed Intranet update requests and issues
  • VetMed SharePoint issues
  • VetMed network infrastructure: VETMED2 file server, network connections, PACS imaging server, etc.

The following are examples of requests that are often mistaken as IT requests, but actually fall under the responsibility of another department:

  • Equipment/devices not owned by the state (e.g., personally owned or owned by other organizations)
    No support is available for personal devices.
  • Electrical power, lighting, or HVAC systems
    Please contact Virginia Tech Facilities at 540-231-4300.
  • Classroom materials
    Please contact the Multidiscipline Laboratory (MDL) Office at 540-231-7881.
  • Conference room materials
    Please contact the administrative contact(s) for the particular room.
  • VA-MD Vet Med public website content updates
    Please submit requests via the Web Request Form.

NOTE: For problems connecting to or accessing the VA-MD Vet Med public website, contact the IT Support Center via one of the methods listed above.

  • When you submit an IT Support Center request via vethelp@vt.edu, a ticket is automatically created for your request. Any time an IT support technician updates the ticket, you will receive an email notification. The ticketing system is designed so that any replies you send to these emails will be automatically appended to the ticket in our system. Once the ticket has been closed, any replies you send will re-open the ticket and notify the previously assigned technician. As such, it is not necessary to reply with a "Thank you!" message once a ticket is closed, even though we most certainly appreciate the sentiment!
  • While it may seem convenient to stop an Information Systems or IT Support Center employee in the hallway to make a request, we ask that you refrain from doing so. It is often the case that the staff member you are talking to is already working on several support calls, which makes it difficult to remember the exact details of your request. In these situations, we ask that you use the in-person meeting to remind yourself to submit the request through one of the suggested methods, a process that helps the IT Support Center document all the relevant information needed to complete the ticket.

If you have any questions about this information, please feel free to contact the IT Support Center.


Resources

VT computing assistance


  • Virginia Tech 4Help
    Search the Knowledge Base for answers, browse the IT Service Catalog, or ask 4Help to answer your questions.
  • Canvas

    Virginia Tech's Learning Management Service
  • IT Service Catalog
    A searchable, categorized listing of available technology resources and offerings for Virginia Tech students, faculty, and staff

VT accounts and mail

  • Hokie Spa
    A tool for managing your employee/student account with Virginia Tech

  • OneCampus
    A collection of resources and tools for all accounts and services with Virginia Tech

  • VT Office 365
    The web access front-end for Virginia Tech's Exchange email system

VT guides and policies


Contacts

Kim Ascue

Kimberly Ascue
Director
Information Technology
kascue@vt.edu
Phone: 540-231-3566

Matt Anderson

Matt Anderson
Programmer / Analyst
mander@vt.edu
Phone: 540-231-5710

Richard Clutter

Richard Clutter
Systems Administrator
rclutter@vt.edu
Phone: 540-231-7908

Sharon Dunn

Sharon Dunn
Hospital Business Analyst
medunn@vt.edu

Brian Huddleston

Brian Huddleston
Support Technician
vethelp@vt.edu
Phone: 540-231-2791

Gail Kibler

Gail Kibler
VTH Systems Analyst
gkibler@vt.edu

Jeremy Larose

Jeremy Larose
Systems Administrator
vethelp@vt.edu
Phone: 540-231-9741

Gary Lowery

Gary Lowery
IT Operations Manager
vethelp@vt.edu  
Phone: 540-231-2791

Kelvin Mitchell

Kelvin Mitchell
Support Technician
vethelp@vt.edu   
Phone: 540-231-2791

Teresa Willams

Teresa Williams
VTH Assistant Systems Analyst
tecolli1@vt.edu


Roles

Application Development and Systems Analysis

The programmers/analysts provide ongoing support for college and hospital business applications in the following ways:

  • Perform process reviews to improve efficiency, including data collection, analysis, and operational recommendations.
  • Perform queries to provided data to administrators, faculty, and researchers.
  • Perform data-quality audits to improve accuracy of medical record and billing data.

Systems Administration

Systems administrators are responsible for providing a secure and stable network environment.

  • Backups of critical data
  • Maintenance and upgrades for the hospital and college servers
  • Software upgrades
  • Assisting the IT Support Center with network-related problems
  • Assisting Application Development with client-server applications
  • Installation of new server software
  • Review and implementation of security measures on network resources

IT Support Center

The IT Support Center provides support for your everyday IT needs.