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Support Services

Research & Academic IT provides basic desktop support to all faculty, staff, and students at the University of Rochester School of Medicine and Dentistry, as well as extended technical support to a number of groups and departments.

Extended support, funded by individual departments, includes on-site tech support. If you require on-site work, we will contact your departmental IT staff to provide additional support.

Desktop/Laptop/Mobile Device Support (Mac and Windows)

Our staff work on support requests from 8:00 a.m. to 5 p.m., Monday through Friday. Requests that are made after the normal working hours will still be entered as a ticket for attention at the start of the next work day.

Software Installation and Troubleshooting

We provide a standard image of the current version of the operating system for Windows and Macintosh machines. We also support Microsoft Office and the Adobe Suite of products that are site licensed by the University of Rochester (UR).

Network and Wireless Access Support

We provide assistance in connecting your devices to the URMC network and to the URMC domain. This will ensure that you have access to network resources as well as receiving security and operating system updates.

NetID Management and Support

We are able to assist with resetting forgotten passwords for NetIDs as well as providing support for connections to URMC specific resources and applications.

Server Provisioning and System Administration

We are able to provide virtual servers for departmental projects and applications. The network operating system, the joining to the URMC Active Directory, and the security of these servers are administered by Research & Academic IT while providing complete access to departmental users for applications and collaboration activities.

Data Center Management

In conjunction with UR IT and URMC ISD, we provide management of firewalls and other data center security and operational components. This includes security and system patching.

Secure Storage

Storage resources are provided upon request for archival, interactive, and secure storage. In the case of interactive and secure storage we provide daily backup as well as disaster recovery.

Code42 Crashplan Workstation Backup

CrashPlan is a software solution for Windows, Mac, and Linux that automatically and securely backs up computer data to the cloud.


An IT procurement team exists to process your request for computers and printers. You can request a new computer by sending email to us. We will respond by providing you information on the URMC standards and talking with you about your specific requirements. We will process the transaction through the URMC Purchasing system with the request going to your department for approval. The computer will be delivered to a central location for URMC on-boarding which includes application of the standard URMC image, encryption of the machine, joining of the machine to the domain, and entering the machine identity into the URMC Client Management System. We expect to be deliver the new computer to you in seven business days from the date of your request.

FISMA Compliance

In conjunction with the UR Chief Information Security Officer and URMC Chief Information Security Officer, we work with departments on projects requiring Federal Information Security Management Act (FISMA) compliance.