Technical Support

Icon Help and Support (Service Desk)Description

For Faculty and Staff, the Technical Support services include desktop and laptop computers and network printer related issues. Support provided by phone, email, and in person either at the Service Desk in the InfoCommons or at the desktop site. Service Desk Technicians diagnose problems and recommend or perform tasks to restore technology operations.

For Students, the Technical Support services include desktop and laptop computers, malware removal, device registration, data backup and restoration, software installation, Dell and Apple Warranty work as well as non warranty work for all computers.

Functionality/Benefits

The Technical Support services includes answers on the subject of hardware and software functionality and use to tracking of issues for determining whether there may be a larger problem, which for Faculty/Staff may includes phone support to assist users with resolution of computer related problems, remote computer technical support to resolve computer issues and Deskside service to resolve issues that cannot be resolved over the phone or via remote computer support. E-mail and web based support to help resolve computer issues. It also includes Dell and Apple hardware support and diagnostics and for Faculty/Staff limited printer support including removal of paper jams and instructing users in how to replace toner cartridges, as well as performing user maintenance. The Technical Support service is handled through the Service Desk in the InfoCommons for Faculty and Staff and by ResNet for Students.

ResNet provides desktop and laptop computer support for malware removal, device registration, data backup and restoration, software installation, Dell and Apple Warranty work as well as non warranty work for all computers. Onsite support is offered as needed to troubleshoot network connection issues for wired and wireless connections. ResNet also provides periodic, advertised mobile support services in residence hall common areas where computing questions can be answered, and diagnostic and remediation services provided.

Service Level Options
N/A
Dependent Services
N/A
Customers
Faculty, Staff, Students and sponsored external groups
Users
Faculty, Staff, Students, sponsored contractors, and researchers
Hours of Availability
The Technical Support service is available to Faculty/Staff during Service Desk hours of 8:00am – 12midnight Sunday – Friday, except during holidays and intersession. Emergency support is available 24 x 7. The service is available to Students during normal ResNet hours of 8:30am – 7:00pm Monday – Thursday and 8:30am – 5:00pm on Friday.
Support

For Faculty and Staff, support is provided by Information Technology Services during Service Desk hours of 8:00am – 12midnight Sunday – Friday, except during holidays and intersession. To obtain assistance with this service, please contact the Service Desk at 617.373.4357 (xHELP).

For Students, support is provided by ResNet during normal ResNet hours of 8:30am – 7:00pm Monday – Thursday and 8:30am – 5:00pm on Friday. To obtain assistance with this service, please contact the Service Desk at 617.373.4357 (xHELP).

Charge
Currently, there is no charge for this service.
Request for Service
This service can be requested by contacting the Service Desk at 617.373.4357 (xHELP).
Version, Date last updated
Last Updated: April 2010
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