VCOM Institutional Policy and Procedure Manual

2.1 Assistance with VCOM Owned IT Equipment The IT Department is responsible for assisting a VCOM user with all VCOM owned IT equipment, including, but not limited to: troubleshooting hardware and software, installation and setup of new information systems, and installation of new software. Faculty and staff must not relocate existing equipment nor should they install new software. Any problems with VCOM owned IT equipment must be reported to the Information Technology Department as soon as possible, either through the VCOM Helpdesk (http://helpdesk.vcom.edu) or by phone. 2.2 Assistance with Non-VCOM Owned IT Equipment The IT Department is not responsible for providing technical support to faculty, staff, students or other related parties for personally owned IT equipment and/or software, with the following exceptions: 1. Assisting faculty, staff, students or guests of the college who are experiencing problems accessing VCOM’s wireless Internet service (VT_WLAN), or ExamSoft; or 2. Providing assistance to faculty and staff with problems pertaining to VCOM’s Virtual Private Network (VPN) for remote access; or 3. Student PC’s that have been purchased through the EduTechU program will be provided full support, but are encouraged to run backups on their own. 4. The 2015 Class Student PC’s or earlier are grandfathered in for full support, unless a new computer is purchased. The new computer must be purchased through the EduTechU program for full support. To facilitate support, please see Figure 1.

VCOM STUDENT COMPUTER SUPPORT GRID

VCOM Provide Full Support

Free Software (Office, Antivirus)

Basic PC Support (ExamSoft, Wireless)

Basic Troubleshooting and Diagnostics

Loaner PC

System Reload

EduTechU PC (VCOM APPROVED) PC with VCOM suggested Specs (Not EduTechU) Out of Spec PC

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Figure 1 denotes policy beginning with the Class of 2016. Prior class years are grandfathered in and will receive full support on their existing computer only, with the exception of Macs which will receive no support. Any new computer purchase will fall under the current support policy. 2.3 Academic Computer Lab The IT Department is responsible for the operation and maintenance of the academic computer lab; only these staff may perform maintenance on existing equipment, order and set up new equipment, and install/uninstall software. Any problems or to order new equipment/software must be reported to the