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IT Shared Services: UC San Diego Health

Find resources and links for technical support at UC San Diego Health, which includes UC San Diego School of Medicine, Skaggs School of Pharmacy and Pharmaceutical Sciences, and the hospitals and clinics.

UC San Diego Health Service Desk

UC San Diego Health Service Desk

For immediate assistance, contact the Health Service Desk at:

The Service Desk is available 24 hours a day, seven days a week.

IT Services and Support Matrix

The following section provides information regarding the ownership of services between Health Information Services and Information Technology Services. Use the below drop-down categories to find the topic you need help with and the corresponding team to contact. Depending on the type of support requested, UC San Diego Health employees and affiliates may need to make use of both the Health IS and ITS Service Desks.

You can also visit itss.ucsd.edu and get technical support, resources & information for:

  • School of Medicine
  • Skagges School of Pharmacy and Pharmeceutical Sciences 
  • Herbet Wertheim School of Public Health and Human Longevity Science 
  • Hospitals and Clinics
Our website contains information such as: 

Contact Information

Health Information Services (Health IS) and Information Technology Services (ITS) Support Matrix 

Health Information Services (Health IS)

Information Technology Services (ITS)

Accounts

Health Information Services (Health IS) and Information Technology Services (ITS) Support Matrix 

Health Information Services (Health IS)

Information Technology Services (ITS)

  • Health IS provides Active Directory account services for all customers with emails ending in @health.ucsd.eduContact Health IS for help resetting your password or other issues with your AD account.
  • Health Departmental Security Administrators (DSAs) provide support for Business Systems accounts for all customers with emails ending in @health.ucsd.edu. Find contact information for Health DSAs using the DSA Lookup Tool.
  • Medical and Pharmacy students: Contact ITS for help with your Student SSO and Active Directory accounts. For email issues, contact Health IS.

Email

Health IS provides email services for all customers with emails ending in @health.ucsd.edu. HS Email accounts can be accessed at hsemail.ucsd.edu. For any issues with @health email addresses, please contact Health IS.

Desktop Computing/Equipment

For help with or questions regarding devices purchased through Health Information Services (such as printers, work-issued laptops, etc.), please contact Health IS.

Duo Two-Step

To learn more about which instance(s) of Duo (Health vs Main Campus) you may need, please reference Campus Duo for Health Users.

Health Information Services (HIS) and Information Technology Services (ITS) Support Matrix 

Health Information Services (Health IS)

Information Technology Services (ITS)

  • Sign up for Health Duo and manage devices at: healthapps.ucsd.edu/duo 
  • Duo Two-Step for Health Applications, including:
    • Clinical Web Portal (CWP)
    • Health VPN (ucsdh-vpn.ucsd.edu)
    • All Health VPN Pools
    • Remote Desktop Connection to Health servers/computers
    • Electronic Prescribing of Controlled Substances (EPCS)
    • Outlook Web App for HS Mail

Duo Two-Step Methods:

  • Phones:
    • Push Notification
    • Duo Mobile Passcodes
    • Calls
    • SMS Text Passcodes
  • Tablets:
    • Push Notification
    • Duo Mobile Passcodes
  • Security Key
  • Note: Hardware tokens not supported
  • Sign up for Main Campus Duo and manage devices at: duo.ucsd.edu
  • Duo Two-Step for applications behind Single Sign-On (SSO). Common SSO apps used by Health customers include (but are not limited to):
    • MyTime
    • Marketplace
    • UC Learning
    • Employee Directory (changes & updates)
    • Parking (permits & transportation passes)
    • MedHub 
    • Campus VPN (vpn.ucsd.edu)
      • All Campus VPN Pools require Main Campus Duo
    • Campus Sharepoint (ucsdcloud.ucsd.edu)
    • OneDrive
    • Ecotime for Main Campus (ecotimecampus.ucsd.edu

Duo Two-Step Methods:

  • Phones:
    • Push Notification
    • Duo Mobile Passcodes
    • Calls
    • SMS Text Passcodes
  • Tablets:
    • Push Notification
    • Duo Mobile Passcodes
  • Security Key
  • Hardware Tokens

Apps, Web, and Software

Health Information Services (HIS) and Information Technology Services (ITS) Support Matrix 

Health Information Services (Health IS)

Information Technology Services (ITS)

  • Office Enterprise 2013 and Office 365
    • Office Licensing for labs, groups, workstations, and individuals part of UC San Diego Health
  • Google Suite / Google Apps
  • File Storage / Sharing
    • OneDrive
      • Not officially supported
      • Best for private, individual document storage
    • iShare (ishare.ucsd.edu) HS Sharepoint
      • Best for groups, collaboration, and sharing files
  • School of Medicine 
    • Scantron System (located in SOM)
    • OASIS
    • ExamSoft
    • Examplify
    • CURE
    • ePortfolio
    • MedPics
    • MyFinancialAid
    • Room Scheduling (hsreservations.ucsd.edu) - end user support only
  • Health Sciences
    • REDCap 
    • Epic
    • iReports 
    • iShare
    • Duo Authentication (for Health apps)
    • 'lawson'
    • My UCSD Chart
    • pulse.ucsd.edu
    • HS Sharepoint (ishare.ucsd.edu)
    • Citrix 
    • Zoom Pro (uchealth.zoom.us)
    • Microsoft Lync / Skype for Business
    • Digital Guardian Data Loss Prevention
    • Health IS ServiceNow
    • Health Web Services CMS
    • Health Website Content Management
    • Health Human Resources Portal page (hhr.ucsd.edu)
    • Web Messaging
    • Supply Chain (Purchasing)
    • iDash vRealize Automation
    • Electronic Prescribing of Controlled Substances (EPCS)
    • Ecotime for the Medical Center (tpsweb.ucsd.edu)

The following is provided by the appropriate Health DSA

  • FinancialLink 
  • EmployeeLink
  • Mainframe Applications (IFIS, PPS, ISIS, SAM, ESPP)
  • School of Medicine web hosting and content
  • Blink
    • Employee Directory
  • Link Family Applications
  • "My" Apps
  • TritonLink
  • Room Scheduling (hsreservations.ucsd.edu)
    • Issues with website functionality/website errors
  • Campus Sharepoint (ucsdcloud.ucsd.edu)
  • Access to OneDrive/Skype for Business
  • OneDrive/Skype for Business troubleshooting not related to a specific workstation
  • DocuSign/PluralSight/Qualtrics
  • Lucidchart/LucidPress (ITS-ESignature) 
  • Ecotime for Main Campus (ecotimecampus.ucsd.edu)

Audio Visual and Classroom Support

Health Information Services (Health IS) and Information Technology Services (ITS) Support Matrix 

Health Information Services (Health IS)

Information Technology Services (ITS)

Health IS provides Classroom and Conference Room AV Support for the following Health supported locations. Technicians can be dispatched for Classroom issues during the following hours:

  • Hours: Monday - Friday, 8 a.m. - 5 p.m.
Supported Locations:
  • West Campus
    • Biomedical Research Facility II (BRF II)
    • Biomedical Sciences Building (BSB) + Addition
      • Garren Auditorium
      • Liebow Auditorium
    • Cellular and Molecular Medicine East
    • Center for Neural Circuits and Behavior
    • Central Research Services
    • Clinical Research Facility
    • George Palade Laboratories for Cellular and Molecular Medicine
    • Guava + Guava Extension
    • Holly + Holly Addition
    • Information Center - Gilman Entrance
    • Ivy
    • Jacaranda
    • Kalmia
    • Laurel + Laurel Extension
    • Leichtag Family Foundation Biomedical Research Building
    • Magnolia
    • Medical Education & Telemedicine
    • Medical Teaching Facility
    • Pharmacy Emergency Generator
    • Rita Atkinson Residences
    • School of Medicine Buildings: 1, 2, 3, 4
    • Skaggs Pharmaceutical Sciences Building
    • Stein Clinical Research Building
    • Veterans Affairs Medical Center
    • W. M. Keck Building
  • East Campus
    • Altman Clinical & Translational Research Institute (ACTRI)
    • JMC
    • Cancer Center
    • SHILEY
    • East Campus Office Building (ECOB)
    • MCM

ITS provides Classroom and Conference Room AV Support for campus locations not supported by Health IS

Further information on ITS Classroom Support Services can be found here: Instructional Technology Guide: Classroom Technology

Network

Health Information Services (HIS) and Information Technology Services (ITS) Support Matrix  

Health Information Services (Health IS)

Information Technology Services (ITS)

Health IS provides network support for the following locations:

  • Jacobs Medical Center (JMC)
  • Out Patient Pavilion (OPP)
  • Thornton Hospital
  • Hillcrest Hospital
  • Clinics (not mentioned under ITS networks to the right)
  • Psych Clinic (La Jolla Professional Center/LJPC)
    • Suite #s C101, C106, C207
  • 8899 University Center Lane, 4th Floor
  • "ebranly" network at most campus sites
  • 4305 University Ave  / Community Pediatrics (CDCH)

VPN:

Shared Network Drives:

  • Grants access to network drives for users on Health campus locations

Information Technology Services (ITS) offers the following network services for supported locations:

  • New data connections/Ethernet Port activation
  • Wireless network Troubleshooting for UCSD-Protected and Guest
  • Wired network troubleshooting
  • VPN Troubleshooting
  • Hostmaster requests

ITS supported locations include:

  • School Of Medicine (SOM) buildings
    • East area of Campus 
      • ACTRI
    • Main Campus:
      • Central Research Services Facility (CSRF)
      • “Tree” trailers – Holly, Guava, etc…
      • Biomedical Research Facility (HSBRF)
      • IMG
      • Skaggs/PharmSci
      • Medical Education and Telemedicine (MET)
      • Biomedical Library
      • Biomedical Science Building (BSB)
      • Cellular and Molecular Medicine East (CMME)
      • Cellular and Molecular Medicine West (CMMW)
      • Center for Neural Circuits and Behavior (CNCB)
      • Leichtag
      • Medical Teaching Facility (MTF - Wooden and Concrete)
      • Stein
  • Shiley Eye Center
  • Moores Cancer Center
    • some campus locations such as Moore's Cancer Center have the "ebranly" network, which is supported by Health IS
  • 8001 Frost St  / Rady's Children's Hospital (network switch support only)
  • 4510 Executive Dr/Psychiatry
  • 6256 Greenwich / Family & Preventive Medicine
  • 16766 Rancho Bernardo/ Family & Preventive Medicine
  • 7910 Frost / UCSD Pediatrics (network switch support only)
  • 3500 5th Ave/Global Public Health suites 103 & 302
  • 4076 3rd Ave / HIV Neurobehavioral Research Center (HNRC)
  • 8939 and 3252 Holiday Ct
  • 3525 John Hopkins Ct
  • 8110 La Jolla Shores / Neural Computation
  • 1200 Garden View Rd, Encinitas / Radiation Oncology
  • 6256 Greenwich / Cancer Prevention Ctr Suite 400 

VPN:

Telecom

Health Information Services (HIS) and Information Technology Services (ITS) Support Matrix 

Health Information Services (Health IS)

Information Technology Services (ITS)

Phone & Voicemail support for extensions beginning with 1, 3, 7, or 9:

  • Issues and Repairs
  • New telecom requests:
    • New Services / Installation
    • New Equipment:
      • Desk Phones
      • WiFi Phones
      • Pages
  • RightFax digital faxing - Right Fax Information
  • Call center software for related Health Offices other than Radiation and Oncology is supported by Health IS. 

Phone & Voicemail support for extensions beginning with 2, 4, (5 - internal extensions for campus) or 6:

  • Issues and Repairs
  • New telecom services or equipment
  • MiCC for Radiation and Oncology

To ask questions, request a service, or report an issue, contact the UC San Diego Health Service Desk, (619) 543-4357 or Ext. 3-HELP.