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Below is the model of IT support that we can provide during this time of working remotely from home 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.
What we do and do not support can be found in our In-Person IT Support Model Details here.
Tier 1: Remote Support
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 MUST EMAIL shass-tech-remote at mit dot edu M-F 8am-3pm with requests for SHASS IT help. Due to the volume of spam and emails we receive we cannot guarantee a timely response if the request for assistance is not sent to shass-tech-remote. 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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