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General Help Email/Calendaring/Network | |
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Support for Areas Outside the Help Desk
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IS&T Help Desk ServicesGeneral HelpA large number and wide variety of questions come to the Help Desk by phone, email, web forms, and by clients walking in the front doors of N42. We then apply the collective expertise of more than twenty-five talented professional and student staff to answer those questions and solve problems related to the IS&T products and services for Macintosh, Windows, Linux and Athena computing environments. We also provide initial triage and quick routing of issues we cannot resolve to other services areas within and external to MIT as appropriate. Our goal is to be welcoming and quick in our initial response and triage, thoughtful in our matching of difficult issues with appropriate expertise, and reliable in our follow-up. Kerberos Accounts ServicesIf you need to register for an email or Athena account, have forgotten your password, need help setting up or managing a mailing list, or have other accounts related questions, the IS&T Accounts staff at the Help Desk can help. Most of our correspondence is done by email, sent to accounts@mit.edu however feel free to call us at 617 253-1325. In some instances, such as a forgotten password, we may ask you to visit us in-person to show valid picture identification. Linux SupportIS&T currently offers limited support for two distributions of Linux. Application support is provided by the IS&T Help Desk. Consultants will make a best effort, but may not be able to assist with operating system specific application issues. Hardware and Software Troubleshooting and Repair (some services are fee-based)The Service Center offers a full range of hardware and software services to the MIT Community in a timely and cost-effective manner:
We also provide equipment pick-up service, for $35, from on-campus offices; pickups are typically scheduled for the next business day. Email, Calendaring and Network Advice and TroubleshootingWe help MIT affiliates with all aspects of using MIT email include setting up an account, choosing and configuring an application, and troubleshooting problems with email transmission and management. Additionally, we can assist you with configuring your MIT network connection and troubleshoot network configuration problems including DHCP, Tether, and iPass and resolve wireless connectivity problems. We also provide support for MIT's enterprise calendaring solution, TechTime, as well as advice on solutions for synchronizing your calendar with selected handheld devices. Spyware and Virus Prevention, Detection and Removal (fee-based service)"An ounce of prevention is worth a pound of cure." For advice on how to protect your computer and your data from unwanted intrusions, we can point you to some useful information, software tools and best practices. If you suspect that your computer has been compromised, start by calling us right away. If we cannot help over the phone or your are not comfortable running virus or malware removal programs yourself, we can do this for you as one of our fee-based service offerings. Business Application HelpThe Help Desk provides support for many Institute business applications and related-services including:
Contact us for help with your business and administrative questions, we can answer your questions, or refer you to the relevant support contact. Backup and Data Recovery Help (fee-based service)Computer operating systems and components sometimes fail. If you find yourself in this unfortunate situation, you can drop off your computer with us and we can attempt to read the hard drive and retrieve that data you need. If your hard drive or other component is beyond repair, we can order and install a replacement part (for Apple, Dell and Lenovo machines) or discuss options available to you. Computer Buying AdviceMIT has a vendor partnership with Apple, Dell and Lenovo that lets us provide recommended computer configurations at a reduced rate. Our consultants can advise you on which computing configuration to purchase that will meet your computing needs, whether your staff, faculty or a student. Our showroom area in N42 has selected makes and models for you to look at and try out. |
