IT Services during OneEmerson

 

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 are discouraging walk-up service since we will have limited staff on-site simultaneously. Please call or email us to schedule an appointment.
  • 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 handled with gloves, sanitized with wipes, and 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 pick up time.
  • If your device is a desktop, monitor, or printer that you cannot safely transport, we will schedule a contactless deployment/service in your office. You must arrange for access to the office but may not remain in the office with the technician. If you need to be present, please wait in the hallway, or at least 6 feet away, while the technician sets up equipment.
  • 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

  • Due to de-densification, many new spaces are being outfitted for use as classrooms. As such, rooms may have slightly different technology setups. Signage will be posted in each space with a phone number to call for the quickest help.
  • 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. Responding technicians will be properly equipped with PPE, and instructors will need to step away or out of the room to allow them to work at an appropriate social distance.
  • 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.

Cleaning

  • Facilities will be cleaning classrooms and lab spaces each night with the Clorox 360 machine.
  • Computer labs have plexiglass dividers in between workstations.
  • Student staff will monitor the open-access labs in Ansin 111 and Walker 415 for density, and encourage students to wipe down surfaces before and after use.

Public Printing

  • To maintain sanitation and eliminate disease vectors, we will be limiting the number of public printing kiosks available for general use.
  • Students will be able to send print jobs to public printers from their personal devices. 

Media Services, Ansin 409

Contact & Hours

  • Community members may continue to call 617-824-8676 or email media_services@emerson.edu for support.
  • Operating hours for equipment borrowing during the academic semester will be as follows:
    • Monday through Friday, 10:00 am–6:00 pm
  • We are discouraging walk-up service since we will have limited staff on-site simultaneously. Please call or email us to schedule an appointment.
  • During winter term and intersession, our services are virtual only.

Equipment Vending

  • Equipment can be reserved online via our new Patron Portal or via phone/email and must be picked up or dropped off within the above hours, by appointment only, in a designated area near the entrance to the office.
  • 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 through the plexiglass when you are picking up or dropping off.
  • All equipment will be isolated for 72 hours and sanitized upon return. Equipment rental times will be extended to accommodate.

Digitization of Media

  • Instructors will be able to drop off media materials from their personal collections for digitization at our equipment drop-off location near Ansin 409. Materials should be marked with the instructor name and course number and should be placed in the designated equipment area near the entrance to the office.
  • 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. Media will be returned to the drop-off area for pick-up. 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 not be able to accommodate equipment set-ups for Zoom meetings in conference rooms. Staff and faculty can schedule equipment to borrow if needed.
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