It is our hope that most IT support functions in SHASS can be conducted remotely via Zoom, Bomgar, Skype, etc. in compliance with the MIT Covid-19 response with regard to meetings.
https://covid19.mit.edu/meetings
How to Contact Us for IT Help
Clients who need assistance should contact myself and Dan 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
The ATLAS Walk-in Service Center has been shut down to comply with the social distancing requirement imposed by the Institute for health and safety of employees from COVID19 which 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 MIT financial or student systems, please ask for "Business Help."
Current Support model
1. We will be offering remote support using either Skype, Zoom 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.
2. For new computer setups, forced computer upgrades, and issues that cannot be handled remotely we will be offering Mail support via FedEx. Clients will be shipping computers to Dan’s house in Scituate since package theft is highly unlikely in his area and to Albert in Cambridge only in cases of a surge in computers to fix or special requests.
How to Ship
Step 1 is to safely package your computer. If you need a box to ship the computer in, please contact us and we'll have a box sent to your address.
https://www.fedex.com/en-us/shipping/how-fedex-packages-items-for-shipping.html
Step 2 is to acquire a shipping label from Dan once your computer is packed and ready to go.
In Person Equipment Handoff Protocol
• Dan or Albert will bring an isolation box or receptacle for the client to drop equipment into while social distancing.
• The contact will place their device into the box and then socially distance.
• Dan or Albert will then retrieve the box and sanitize the inside of the box and piece of equipment back at the office.
• Return of the piece of equipment will be conducted with the isolation box in reverse order. We leave the isolation box in the middle of the room with equipment. We socially distance. Client retrieves equipment and socially distances, we retrieve isolation box.