Information Systems

Help Desk


The Pediatrics Computing Help Desk is staffed Monday – Friday between 9am and 5pm and is available to respond to common technology problems. All requests sent to the Helpdesk email box generate a Request Ticket in our HelpDesk database for internal tracking of issues and resolutions.

Email: (all emails generate a Help Desk ticket)
Phone: (206) 543-PEDS ((206) 543-7337))

If you have an emergency outside of these hours, we encourage you to contact UW Medicine IT Services at:

(206) 543-7012

Network Infrastructure

The Department of Pediatrics maintains secure, fault tolerant network infrastructure for document storage, application hosting, network printing and high-performance computing analysis. Servers, storage appliances and compute clusters are hosted in two primary data centers providing backup power, cooling, physical security and firewall protection.

Pediatrics maintains a Microsoft-based network for centralized workstation/user account management and secure document storage. Pediatrics Windows domain ( user passwords can be managed via the Pediatrics Password Management Portal.

Network Storage

Departmental documents are stored on a highly reliable, enterprise-class storage appliance which is mirrored to a backup system in a separate data center for high availability and recovery purposes. A total of approximately 13TB of storage is provisioned for lab group and individual files. Data “snapshots” are taken every hour. Daily snapshots are retained for 2 weeks, weekly snapshots are retained for 12 weeks and monthly snapshots are retained for approx. 3 years.

An additional 150TB of storage is available for data mirroring, non-cluster image content and other static data. There is approximately 335TB of storage dedicated to the high performance clusters.

Backup and Archives

Pediatrics maintains a tape library and in addition to the network storage system’s internal hourly/daily/weekly/monthly snapshots, critical departmental data and other non-static data is backed up nightly to tape. Full weekly backups are retained offsite for approx. 3 months and full monthly backups are retained indefinitely.

Pediatrics IT strongly encourages saving all work product on secure network storage. However, we are happy to assist in setting up laptop drive backups.

Network Printing

Pediatrics maintains clustered network print hosts for redundant support of all networked departmental printers. Network printers are centrally managed and “pushed” to Windows-based hosts. Mac desktop and laptop systems require manual installation of network printers.

Security and Compliance

Pediatrics IT recommends following the Security Guidelines set by UW Medicine Information Technology Services in terms of user account and system/device security.

We offer a training orientation online (mandatory for new employees), explaining IT Security and how we meet the various requirements of HIPAA and the UW. This is an end-user level course, not a advanced technical SO/SO course.

As a standard practice, we enable encryption on laptop drives when (re)imaging new/updated systems. UW Medicine offers a wealth of information and resources online and we are happy to address any of your security issues or questions.

UW Medicine IT Security Resources

Pediatrics Security Resources

Cluster Management

The department maintains two multi-node high-performance compute (HPC) clusters for medical image analysis and genetics related research. These systems are configured and maintained in compliance with all university and department policies regarding secure storage of protected health information. The clusters are housed in secure data centers and protected by hardware firewalls. Access is permitted to specific lab personnel as needed and requires SSH encrypted secure connections. Cluster data is backed up to a disk-based system on a rotational schedule that includes nightly and weekly backups.

Standardized Workstation Setups

Departmental computers, both Windows and Mac, come in two flavors.

  • Standard workstations are focused on flexibility and designed for day to day non-critical use by department members. These computers meet all minimum security requirements for the UW and UW Medicine, are joined to the Pediatrics domain, and store your files on the Pediatrics file servers (which are backed up several times a day). If necessary, a Pediatrics member may be given a local administrative account on a standard workstation, only for use when installing or re-configuring programs.
  • Certified workstations are designed to meet clinical needs. They are compliant with HIPAA and UWMedicine advanced security standards. If you are dealing with highly confidential information, Patient Health Information (PHI), or other clinical data, you need a certified workstation. These workstations are joined to the Pediatrics Domain and the Pediatrics file server. Pediatrics members are not given local administrative accounts on certified workstations. All applications on a certified workstation must be tested for security compliance by the Pediatrics IT Group before they may be installed on a certified workstation.

Computer & Mobile Devie Purchase Advise

We consult and advise on the selection and purchase of new computing devices. If the faculty or staff member has already selected what they want, we review the proposed purchase of new computing devices to ensure that they are capable of meeting security requirements and integration with UW Pediatric systems. If this service is ignored, there is no guarantee that the computing device in question will be able to join the Pediatrics domain or access Pediatrics computing resources.

Annual Computer Checkups

It is still very important that one of our technicians ‘touch’ every computer at least once a year (even if no one has reported a problem) to ensure that the automated updating security measures are in place and functioning. This is also our opportunity to upgrade the system and update it to match the current ‘standard’ or ‘certified’ image.

Administrative Policy Statement

Personal Use of University Facilities, Computers, and Equipment by University Employees

Help Options and Feedback

Open a HelpDesk Ticket

Submit anonymous feedback/suggestion