NOTE: A hybrid version of this Remote IT Support Model with limited in person support will be running from Monday from December 19th, 2022 2023 through and including Friday February 3rd, 20232024. We will return to the in-person support model on Monday February 6th5th, 2023 2024 following the end of IAP.
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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 Support clients who need assistance MUST EMAIL should email one of these support emailsremote 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-remoteone of these 4 emails. 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 Send your request for assistance to shass-tech-remote at mit dot eduemail 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
How to take a screenshot in Windows 10: https://www.howtogeek.com/226280/how-to-take-screenshots-in-windows-10/
The ATLAS Walk-in Service Center has permanently shut down. There is no in-person IS&T IT assistance or hardware repair services available on campus until further notice.
The Apple Store is currently open across Massachusetts.
https://www.apple.com/retail/
The ATLAS Walk-in Service Center has permanently shut down. There is no in-person IS&T IT assistance or hardware repair services available on campus until further notice.
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/
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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