Below is the model of IT support that we can provide during this time of working remotely working while conforming with the MIT Covid-19 response with regard to meetings. (https://covid19.mit.edu/meetings)
With virtually all of SHASS working off campus, and our working remotely as well, it is inevitable that there will be delays in providing support. In this context we will be implementing a two tier system.
Tier 1: Remote Support
Remote support will be for those requests that can be solved Email, Zoom, Bomgar, Skype, etc. .We will be offering remote support using either Email, Skype, Zoom, and/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.
Clients who need assistance should contact Albert and Dan via Email at shass-tech-remote at mit dot edu M-F 8am-3pm with requests for SHASS IT help. If possible please include a screenshot of any error messages or behaviors you see.How to take a screenshot on the Mac: https://support.apple.com/en-us/HT201361
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Step 5: Once the support service has been completed Dan will FedEx your computer back to your house, or address of you your choice. We will return all computers and devices securely and properly packaged and request that people do the same when shipping the devices to Dan’s house. When shipping anything through a package delivery service there is always some risk once the package is out of your and our hands.
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