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The ATLAS Walk-in Service Center has been shut down to comply with the social distancing requirement imposed by the Institute for health and safety of employees from COVID19 which means there is no in-person IT assistance or hardware repair services available on campus until further notice. The Apple Store has also closed nationwide until further notice.
The IS&T Computing Help Call Center is still available 24 hours/day 7 days/week at 3-1101 (on campus) or 617-253-1101 (off campus). You can also send them email at computing-help at mit dot edu or servicedesk at mit dot edu . If you need assistance with MIT financial or student systems, please ask for "Business Help."
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There are some tasks that will require physical access to the machines at MIT. These include but are not limited to:
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Current Support model
1. We will be offering remote support using either Skype, Zoom or Bomgar. Depending on the severity of the issue and comfort of the user we will be talking people through issues, sharing screens and if need be remotely controlling the computer.
2. For new computer setups, forced computer upgrades, and issues that cannot be handled remotely we will be offering Mail support via FedEx. Clients will be shipping computers to Dan’s house in Scituate since package theft is highly unlikely in his area and to Albert in Cambridge only in cases of a surge in computers to fix or special requests.
How to Ship
Step 1 is to safely package your computer. If you need a box to ship the computer in, please contact us and we'll have a box sent to your address.
https://www.fedex.com/en-us/shipping/how-fedex-packages-items-for-shipping.html
Step 2 is to acquire a shipping label from Dan once your computer is packed and ready to go
To fulfill these functions, we have established the following safety protocols.
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Fortunately this doesn’t have to be one of us. A representative from the unit just needs to hit the bottom blue light power button on the front right. Once it’s on, we should be able to administer it remotely. If it doesn’t power on we’ll probably need to examine it in person. So far a Synology never turning back on if it has power hasn’t happened that I recall but if it does, we’ll have to be there with the unit representative while also social distancing and wearing PPE.
• Unless the keyboard of a laptop has been sterilized with UV-C, Everyone working on a client laptop should wear gloves.
• Sanitizing spray should only be used on the external sides of a laptop when it’s closed. The LED displays may have a UV block coating that reacts badly to anything alcohol based hitting it. In general, a damp cloth with water is the safest thing to use to clean a screen but it won’t disinfect it.
• Equipment Handoff Protocol will be used to protect clients and ourselves.
In Person Equipment Handoff Protocol
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