Guide to Technical Support
Typically, the first point of contact is WVU Information Technology Services. However, researchers who use either an @hsc.wvu.edu or a @wvumedicine.org email account to access technology services should start with the HSC ITSHelp Desk at 304-293-3631, option 1, or submit a ticket online.
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Researchers
WVU Information Technology Services primarily primarily manages “enterprise” services, meaning those available across all WVU campuses and locations. To search ITS resources, visit the IT Help Center or the or the Help Center research category. For assistance with WVU+kc, CITI or Kuali Build, you can submit a ticket online. If you can’t find what you need, or you need immediate assistance logging in, call the ITS Service Desk at 304-293-4444.
ITS responsibilities include but are not limited to:
Basic infrastructure services such as wired and wireless internet connectivity, telecommunications, databases and servers.
Enterprise applications such as : WVU+kc (Kuali); , Kuali Build, Google Workspace; , eCampus/Blackboard; , MAP/Applaud; , Banner/STAR; , Microsoft 365 , (including Teams; ), LiquidFiles; , Qualtrics; , Zoom; , and CSGold/Mountaineer Card.
Identity Management issues such as Login support and Duo two-factor authentication.
Information Security processes related to compliance and protection of data, including scanning third-party applications and identifying approved technologies for research.
Remote access services such as Virtual Private Network and Azure Virtual Desktop.
HSC Research
Health Sciences Information Technology Services provides services for researchers who work in their environments. HSC manages its own versions of Microsoft 365 (including Outlook email, Calendar and Teams), Zoom, Azure Virtual Desktop, as well as a HIPAA-compliant version of Qualtrics. For HSC computer support and research requests, submit a ticket online or call HSC ITS Help Desk at 304-293-3631, option 1.
HSC ITS responsibilities include but are not limited to:
The HSC Learning Management System, called SOLE.
Data collection, storage and sharing applications such as: HSC Qualtrics; HSC SharePoint; HSC network drive; HSC NextCloud; and HSC sFTP.
Collaboration tools such as HSC Zoom and HSC Microsoft Teams.
Review and approval of data protection requests for human subject Security review of software and hardware used in research.
Information Security services for HIPAA-covered Protected Health Information (PHI) stored on HSC-managed services.
HIPAA-compliant storage, transfer and share solutions for research data.
College, Department and Regional Support
Many colleges and departments have local IT support teams with specific areas of responsibility, such as the Eberly College of Arts and Sciences. These teams typically provide deskside support and may manage specific technology resources within their units.
CTSI
WV Clinical & Translational Science Institute administers and supports the REDCap data capture and management system and the electronic informed consent system. This group also completes privacy reviews for data protection requests and facilitates approval of research hardware and software to be integrated with WVU Medicine/WVU Health System environments.
Libraries Support
WVU Libraries IT and librarians support access to an array of databases and help with scholarly communications and publishing. They also offer consultations to researchers just getting started. Research Commons offers various services. Contact WVU Libraries via chat, email or phone. WVU Libraries also provide a repository for researcher publication and public datasets.
Additional Resources
Office of Human Research Protections
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