Technology Support

The Health Sciences Technology Support Services (TSS) team, in partnership with central ITS,  provides computer (IT)  and audio-visual (AV) technology support services - supporting the clinical, teaching, research, and administrative work of the YSM community. 

Refer to the list below to quickly find the assistance you require.

  1. Start with the ITS Helpdesk:  24 x 7 support – phone, chat or email options 
    The ITS Helpdesk solves over 60% of issues during the initial customer contact – and over 80% with a follow-up contact.  If the Helpdesk can’t resolve your issue they escalate it to one of the Health Sciences IT support team members.  Helpdesk services include software installation, YaleSecure wi-fi setup, VPN and Duo Security, email questions, Office 365 assistance and Adobe Acrobat access.  
  2. Walk-in support or by appointment:  YSM Technology Support Center, 9:00am - 4:30pm, Monday through Friday, Yale Medical Library, 333 Cedar Street, L20 
    Health Sciences IT staff at Technology Support Center will assist with AV, computer hardware and software related questions.  
  3. Health Sciences IT and AV Technician supportStandard business hours, M - F, 8:30 -5 
    YSM Departments with a service level agreement have access to HSIT technicians to provide a range of hands-on hardware support and expert technical guidance beyond what the ITS HelpDesk offers.  Always submit a support request .  Note that tier 2 support requests for regular business needs can have wait times as long as 5 - 10 business days.  For the best service always start with the ITS Helpdesk
  4. Remote Clinical Location Support: If you are located off the main Yale campus at a clinical location, you are supported by Yale New Haven Health’s Desktop IT support team.  To get support, you can submit support requests to the email address: helpdesk@ynhh.org, contents of this email are reviewed within a period of 24 hours. For urgent requests please call (203) 688-4357.   Refer here for more detail on remote support options.

To help us help resolve your inquiry quickly please observe the following: 

  • Direct Epic related questions to the YNHH Help Desk: Available via 203-688-HELP from 8 am - 4:30 pm Monday - Friday. 
  • Please do not contact HSIT technical team members directly without initiating a support request as outlined above.
  • YSM on-campus locations do not include Yale West Campus, the VA Hospital, non-Yale owned properties in New Haven and other locations outside of New Haven.   
  • Please refer to the General Policies and Services Procedures sections of this site for more detailed information on Health Sciences IT technology support.