NOTE: This support model is in effect from December 22nd 2021 through IAP which ends on January 28, 2022. At this time the plan is to return to the in person support model on Monday January 31, 2022.NOTE: Due to the Winter break there will be no SHASS IT Support after Friday December 24th through the rest of 2021. IT Support will resume January 3rd with this remote support model.A hybrid version of this Remote IT Support Model with limited in person support will be running from the end of December after Finals through and including the end of IAP as well as after Finals in May through Summer Break until the start of the Fall Semester in September.
For all in-person appointment requests during MIT Final Exams and IAP or during Summer Break, please contact your DLC's SHASS Tech Liaison.
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 (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 Support clients who need assistance should contact Albert and Dan via Email at email one of these support emailsremote at mit dot edu
Our email remote support hours can depend on the time and date on the Academic Calendar. Generally if you contact us M-F between 8am-3pm with requests for SHASS IT help, one of us should be able to get back to you in short order. On some days our coverage may start as early as 6am and may also include the occasional monitoring and assistance on evenings, nights, and weekends. If one of us is available to help we will reach out to you to answer your question.
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 one of the above 4 emails. Please update your email contacts and address books if you are using a different email address than those above 4. 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 unless it is question intentionally meant for one of us. For best and fastest results definitely send your email to one of the 4 support email addresses above. 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
On campus Hardware Repair Services can be found at 56-129 between 8am and 5pm. They will repair work as well as personal Macs, PCs, and Smartphones.
The Apple Store is currently open across Massachusetts.
https://www.apple.com/retail/
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/ has been shut down to comply with the social distancing requirement 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 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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To respect the privacy of everyone and their families and to protect the health and safety of everyone and their families from potential exposure to Covid-19 by asymptomatic carriers, there can be no exceptions to the contactless shipping rules via Fed Ex provided above.