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Technical Support and Staffing During COVID – 19 

User Services Computer Help Desk 

Hours of Remote Operation

  • Monday through Friday, 8:30 am to 7:30 pm**
  • Saturday and Sunday, 10:00 am to 4:00 pm (on call only)
  • The HD does not operate a 24/7 on call process.

Services Provided

Team members will share the responsibilities of staffing the call center (804-287-6400), responding to email, and keeping up with requests submitted through the Spider TechNet service portal at SpiderTechNet.richmond.edu.

**The HD will also provide “limited” in-person, on campus services at the HD walkup desk location, by appointment only.   Hours of support on campus will be 10:00 am to 2:00 pm on Mondays and Thursdays.  These hours may be adjusted due to changes in the demand for services, or restrictions from the State or City/County regarding travel and/or contact. 

Patching and updating for both the Windows and Mac platforms will continue on a normal schedule.  Management of all systems and processes will continue in a remote work environment. 

At this time, the HD intends to continue the relationship with computer and printing services vendors, and will dispatch them on campus as needed (again, by appointment). This is also subject to change due to the restrictions mentioned above, as well as changes to the vendor policies.  

Telecommunications and Multimedia Support Service (TMSS)

Hours of Remote Operation

  • Monday through Friday, 8:30 am to 7:30 pm
  • Telecommunications does have a 24/7 response via 804-287-6500 for major outages, Telephone system problems, and infrastructure (fiber cuts).
  • The Multimedia Technicians do not provide 24/7 on call response

Services Provided

Team Members will share the responsibilities associated with answering calls into the help lines (804-287-6500 and 804-287-6300), answering emails, and handling requests through SpiderTechNet.   They will be able to assist with questions regarding Zoom (including when they are brought in to assist from the Help Desk).   

The team will continue to support telecommunications needs from campus users, including services associated with remote work. 

It is not expected that personnel will have to be on campus, but we will reevaluate that if the need arises. 

Projects: we are waiting to hear about schedule changes on the major capital projects.  If the projects are intended to stay on schedule, we will have to provide Telecom personnel and contract resources on site to get the work done.