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- Personally owned computers and/or off campus MIT owned computers.
- All home networks and networks through third party providers like Comcast, Verizon, RCN, etc.
- MIT computers on campus that belong to employees who are not in our supported areas.
- Non-MIT owned computers.
- Equipment in Classrooms. These are the jurisdiction of MIT AV.
- How to use your software (MS Word, Filemaker, Adobe Creative Suite, etc) (lynda.mit.edu has great resources to teach you how to use software)
(Exceptions are Email (Apple Mail/Outlook/OWA), VPN, Kerberos Extras, and CertAid)
We may be able to assist with basic questions for other software if we have knowledge but we do not have expertise using many of these programs and we are not programmers. Odds are you will probably know your software much better than we do. - How to use any of the MIT academic or administrative web-based systems (Stellar, Cognos, etc). We don't have access to them so we don't know how to use them.
We're always happy to take a look at an issue if you'd like us to give you our insights. Business help can be found by directly callling the Help Desk at 3-1101 and asking for "Business Help". - Setting up, building, or building fixing websites.
- Fix broken printers (for printer repairs, KSL is the official MIT printer repair vendor and can be reached at ksl@mit.edu).
- Fix broken computer hardware (Macintosh, Dell, and Lenovo Thinkpad machines can be brought to IS&T's walk-in help desk in E17-110 for repair).
- Physical transport of any machines to and from IS&T for repair. We are also not movers so the movers should move computer equipment between offices and we can help set it up again once it's moved.
- We are not a maid service and do not clean keyboards, monitors, windows or desks or move furniture.
- We do not work off campus.
- We cannot do your work for you. We are always happy to help empower you to do your job by showing you what you need to do. For example, if you need to move 100,000 emails from your online email account to a local folder, we can show you how to do that a month at a time with the first month but you will have to spend the time to actually do it for the other 119+ months. Projects like this are not fast and can take days, if not weeks to complete.
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B. Any new requests must be in the ticketing system no later than 3:30pm 15pm for any chance of us being able to help same day if we have availability. This also means the final scheduled start time for any appointment on any given day is 3:30pm.
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B) ALL EMERGENCY REQUESTS should continue to be sent by the IT Liaison to shass-tech@mit.edu. We definitely don't want to make anyone wait a full week before getting help for an emergency. Keep in mind that we may not be available right away but we will respond as quickly as possible. How soon we can assist will depend on our availability. Generally, we were able to assist users with their emergencies on the same day 80% of the time. This may change during busier times of the academic year but worse comes to worse each section will never have to wait more than 7 days for support.
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