It is our hope that most IT support functions in our supported SHASS sections (Anthropology, GSL, History, Literature, MTA, PSTS, WGS, and the Dean's Office) can be conducted remotely via Email, 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 Albert and Dan via Email 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 Email, 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.
Reasoning: To minimize exposure for everyone in the middle of a pandemic we feel this is the best way to support our users. It requires the least amount of travel and the fewest possible interactions with other people.
How to Ship
Once we've determined that your new computer needs to be shipped for us to work on it, what should you do?
Step 1: 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.
The Fed Ex packing guide can be found here: HowToPack_EMEA_GB.pdf
Step 2: Dan will email you a shipping label once your computer is packed and ready to go. Print the label out on your computer and tape it securely to your package.
Step 3: Whichever option is safer and/or more convenient for you, arrange for Fed Ex to either come by to pick up your package or drop off your package at a Fed Ex Drop Box or drop off. Then off it goes to the South Shore.
Step 4: Once the request has been finished Dan will ship your computer back to your house.
Disclaimer: When shipping anything through a package delivery service there are risks once the package is out of your and our hands. We will return all computers and devices securely and properly packaged and request that people do the same when shipping the devices to Dan’s house.