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What we do and do not support can be found in our In-Person IT Support Model Details here.
Tier 1: Remote Support (full remote and hybrid)
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.Due to the quantity of spam we receive and the unpredictability of the spam filter, it is important users DO NOT email us directly. Email your request for assistance to shass-tech-remote at mit dot edu. This is the only way we can guarantee a fast response time.
How to take a screenshot on the Mac: https://support.apple.com/en-us/HT201361
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For those who live in or near Allston/Brighton at the Green Line B-Branch Packard's Corner stop, the Computer Loft is also open.
https://www.computerloft.com/
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 the MIT financial or student systems, please ask for "Business Help."
Tier 2: Offsite Support (full remote only)
For new computer setups, forced computer upgrades, and issues that cannot be handled remotely we will be offering Mail support via FedEx.
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