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IS&T Service Center Landing Page

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Information on the capabilities of each group in the Atlas Service Center can be found here: [Who does what in the Atlas Service Center?]

Location and Hours

The IS&T Walk-in Service Center is now a part of the Atlas Service Center.  We are back in our original location in Building E17, Room 106 (40 Ames Street). We're open Monday through Friday, 9am to 5pm, excluding institute holidays. 

Check In Process

There is an iPad used with a Google Form for keeping track of clients that come in and what they need assistance with.

The form URL: https://goo.gl/forms/J5GAatwR7hpIxOmx2

Incident & Kerberos are optional fields, but are helpful if you can get this information. 
It is important to record each and every client so we can accurately staff for our demand

What we can repair / cannot repair or service in Service Center

The Service Center performs both hardware and software repairs for the MIT community.
If you're seeking service, you'll need to have an active MIT Kerberos account.

The IS&T Service Center is only able to repair hardware and software for MIT Faculty, Staff, Students and active Affiliates.

More information on the walk-in center and services provided can be found here.

Hardware

Below is a list of vendors and equipment models that we are certified to work on:

  • Apple
    • MacBook Air
    • MacBook Pro
    • Mac Mini
    • iMac
    • Mac Pro
    • Thunderbolt Display
  • Dell
    • Inspiron
    • Latitude
    • OptiPlex
    • Precision
    • XPS
  • Lenovo – Think branded models only
  • All equipment, regardless of vendor, should be no older than five years. This information can be verified via serial number.
We do not accept servers, printers, tablets (only Lenovo Think branded ones are accepted), smartphones, and/or RAID configured or home-built computers.

Software

Software repairs typically consist of operating system re-installations (Windows and Mac only; no Linux backups or installs), software installs, and/or driver updates.  Unfortunately we don't install Windows prior to Win 7,  and OS X should be no earlier than 10.8.

Software repairs are not restricted to the hardware items listed above, as we try our best to assist. In that regard, we service software on most consumer computers from vendors such as Asus, Acer, HP, Sony, Samsung, Toshiba, Lenovo Ultra, and Idea branded models.
We ask that you provide us with your computer password during check-in so that we can troubleshoot more effectively. We may also use the vendor’s recovery option if required.

Data Backup & Migration Policy

Data backup should be performed, if possible, before the computer is dropped off at the walk-in center. It is highly recommended that you complete a full backup prior to checking the computer in for software repair.
Additionally, you will be asked to fill out an intake sheet to help lessen the risk of data loss due to lack of an existing backup.

If you need help backing up your computer, IS&T provides the following backup options:

  • CrashPlan
  • Dropbox

Data migration adds significant time to any repair. There is normally a 3 to 5-day window for this type repair.

We will make a best effort attempt to move data on failing external drives to a USB drive, however we are unable to migrate data from failed drives. However, if your external drive has failed, we can help to refer you to an outside data recovery company.

On occasion we will ask you to return to E19 to confirm that we have migrated the correct data. This will often happen with foreign language OS installs or complex file system layouts. No reformatting will take place until you confirm that you have the needed data backed up.

The IS&T Service Center is not responsible for any data loss. Clients and Helpdesk staff should ensure that client has data backups.

Loaner Laptops

We have a limited supply of loaner laptops available in the Service Center for use by the MIT community.
An overview of the loaner laptop program can be found here: [hd:Laptop Loaner Programs]
More information on the software available on loaner laptops can be found here: [hd:Loaner Laptop Imaging]

Additional Services Offered at Walk-ins

  • Account reset assistance
  • Email Assistance
  • Password resets
  • Yubikeys/Tokens
  • Ethernet Cables

Payment Methods

At the Service Center, we are able to accept the following payment options:

  • Institute Cost Object
  • Visa/MasterCard/AmEx/Discover
  • TechCash
  • Checks made payable to MIT

Outside repair referral

When we are unable to initiate a repair (non supported hardware) we have historically referred clients to:

We are in no way accountable for the work of any outside vendor.

IS&T Contributions

Documentation and information provided by IS&T staff members


Last Modified:

March 13, 2017

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