IT Services during One Emerson

 

Help Desk, Walker 404

Contact & Hours

  • Community members may continue to call 617-824-8080 or email helpdesk@emerson.edu for support.
  • When classes are in session, our operating hours are:
    • Monday through Thursday, 8:00 am–10:00 pm ET
    • Friday, 8:00 am–5:00 pm ET 
    • Saturday & Sunday, 12:00 pm–6:00 pm ET
  • We strongly encourage you to call or email us to schedule an appointment before visiting our office in Walker 404.
  • During winter term, intersession, or when classes are remote only, our services are virtual only.

New Hardware & Repairs

  • Please call or email to schedule an appointment to drop off your hardware for repair.
  • We will continue to receive and configure new devices in the office.
  • When your device is ready, we will ask you to schedule a pick-up time. Your device will be placed in a marked bin at the front of the Help Desk.
  • During your pick-up time, you must show your Emerson ID to the front desk staff through the plexiglass and find your device in the bins. You must log-in to the device before leaving campus. In special circumstances, we can arrange an off-hour or curb side pick up.
  • If your device is a desktop, monitor, or printer that you cannot safely transport, we will schedule a contactless deployment/service in your office. 
  • If you need a loaner device while we are working on your repairs, please let us know in advance. We have limited availability of laptops for short-term use. Pending availability, we will configure a device and have it available for pick-up in a marked bin at the Help Desk.

Classroom & Computer Lab Support

Troubleshooting

  • In order to limit exposure to our students and employees, we will ask instructors to provide some detail over the phone in order to troubleshoot. Our staff have access to remote tools for much of the hardware installed, and can often fix an issue without needing to be in the room.
  • In-person support should be limited to emergency situations only, in which a resolution cannot be found quickly over the phone. 
  • Staff will be located in Walker, Ansin, and Paramount to limit sending technicians across campus. However, please allow for the possibility of slightly longer response times.

Media Services, Ansin 409

Contact & Hours

  • Community members may continue to call 617-824-8676 or email media_services@emerson.edu for support.
  • When classes are in session, our operating hours are:
    • Monday through Friday, 8:00 am–9:45 pm ET
    • Saturday 10:00 am–5:45 pm ET
    • Sunday - Closed
  • We strongly encourage you to call or email us to schedule an appointment before visiting our office in Ansin 409.
  • During winter term and intersession, our services are virtual only.

Equipment Vending

  • Equipment can be reserved online via our Patron Portal or via phone/email and must be picked up or dropped off within the above hours.
  • All online reservations must be placed at least 2 hours before the pickup time.
  • You must show your Emerson ID to the front desk staff when you are picking up or dropping off.

Digitization of Media

  • Instructors will be able to drop off media materials from their personal collections for digitization in Ansin 409. Materials should be marked with the instructor name and course number.
  • All instructions for what needs to be digitized should be sent in advance via email. Expected return delivery times will be communicated based on the backlog. Please allow at least 1 week for completion and electronic delivery.

Event Support

Online Events:

  • Support for virtual events will continue via Zoom. Please reach out to us at least 1 week in advance with information including your event date, time, and anticipated audience size. Webinar licenses are limited and assigned on a first-come, first-served basis.

On-Campus Events:

  • For any on-campus events, please reach out to us 2 weeks in advance so we can work together on appropriate equipment/support solutions.
  • All instructional spaces will be outfitted with the equipment prior to the start of classes. Rooms that have typically had partial configurations or have relied upon equipment deliveries will have equipment preset, secured, and left for the duration of the semester.
  • We will be installing webcams and laptop adapters in conference rooms and meeting spaces across campus.
Was this article helpful?
1 out of 1 found this helpful
Have more questions? Submit a ticket