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IS&T Help Desk: Services

 

 

Contact the Service Desk for quick answers to your questions and to understand your options.

"...I am bowled over with surprise and consistently impressed with the clarity, immediateness and sheer niceness of the entire staff..."

Our Services

If what you need is not on the list, contact us and we'll help you locate the relevant support group.

General Help

People consult the IS&T Help Desk in many ways: telephone, electronically, or by visiting our E17 location. We have the collective expertise of both professional and student staff to help you with your computing needs. We can also triage and re-route issues to other services areas when necessary. 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 Services

If 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, our Athena User Accounts staff can help. Contact them via email or call 617-253-1325 (MIT ext. 3-1325). In some instances, e.g., a forgotten password, you may have to visit us in-person to show valid picture identification.

Linux Support

IS&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/Software Troubleshooting and Repair

The Hardware and Software Service Center offers a full range of hardware and software services to the MIT Community in a timely and cost-effective manner:

  • Diagnosis and repair for failing hardware and software on Institute and personally owned computers
  • Warranty and out-of-warranty repairs for selected Apple, Dell and Lenovo Think-branded computers
  • Hardware and software service upgrades

For $35, we also provide equipment pick-up service. On-campus office pickups are typically scheduled for the next business day. Some other services are fee-based.

Email/Calendaring/Network Help

We can help you with all aspects of using MIT email including account setup, application configuration, and troubleshooting. Additionally, we can assist you with configuring your MIT network (MITnet) connection and troubleshooting. We also provide support for MIT's enterprise calendaring solution, Exchange.

Printer Repair

IS&T has partnered with a local printer repair company, KSL, for printer repair services.

Virus Prevention

Call us right away if you suspect your computer has been compromised. If we cannot help over the phone or you are not comfortable running virus or malware removal programs yourself, we can do this for you as one of our fee-based service offerings. IS&T also provides and supports several anti-virus software tools.

Business Application Help

Contact us for help with your business and administrative questions. We can answer your questions or refer you to the relevant support contact for many Institute business applications and services, including:

  • Purchasing
  • Payroll
  • Authorizations
  • SAP reporting
  • MIT Data Warehouse
  • Employee and student self-service options

Backup and Data Recovery Help

Operating systems and components sometimes fail. If you find yourself in this unfortunate situation, drop off your computer with us and we can attempt to read the hard drive and retrieve your data. 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 your options.

Note: Some services are fee-based.

Computer Buying Advice

MIT has a vendor partnership with Apple and Dell that allows us to provide recommended computer configurations at a reduced rate. Our consultants can advise on which computing configuration to purchase that will meet your computing needs, whether you are staff, faculty, or a student. Our E17 showroom has selected models for you to try out.

Software Distribution

IS&T provides services to help you obtain and use software at MIT. Many applications are available at no cost, others are brokered through volume site license agreements, or through a discount from GovConnection/eCAT3.

Mobile Device Support

We support the following mobile devices: Apple iPhone, BlackBerry, and Windows Mobile and can assist users with getting connected to MITnet and configuring for MIT email and calendaring.

Telephone Support

IS&T offers telephony support to the MIT community for services including:

  • MITvoip
  • Voice mail
  • Conference calls
  • Mobile purchases and rentals through partner vendors
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IS&T Help Desk

Monday-Friday
Telephone/Online: 8am - 6pm
Walk-In (E17) 9AM - 5PM

Web: IS&T Help Desk
Email: helpdesk@mit.edu
Phone: 617.253.1101