GUE’s desktop support has been transitioned to MIT’s Information Services and Technology (IS&T).
This change takes effect immediately. You can continue to reach out to compu-squad@mit.edu, which will now automatically redirect to our dedicated support team within IS&T.
A helpful FAQ with additional information is below.
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Why is GUE making this change to IS&T for desktop support?
This decision is being made now based upon DSL’s experience with IS&T support this past year and the reduction in cost this allows. Additionally, our staff work around the clock remotely and on campus. The IS&T DLC Direct Support service model better serves our needs, with assistance available 24/7/365.
What GUE departments are affected by the change?
All GUE departments will transition to IS&T DLC Direct Support.
When will the change take effect?
This change takes effect immediately. You can continue to reach out to compu-squad@mit.edu, which will now automatically redirect to our dedicated support team within IS&T.
How will we order machines for new staff? What about loaner laptops?
HR or the hiring manager should fill out the IS&T Onboarding form to ensure IS&T has all the information needed for a smooth first day. IS&T typically needs at least 2 weeks advance notice for machine orders. Loaner laptops are available on short notice if needed.
What happens if I currently have an open ticket with GUE’s desktop support?
Any Service Now tickets opened with GUE’s Desktop Support will automatically be transferred over to IS&T. You do not need to take any action.
How can I learn more about the new support model?
The IS&T DLC Direct Support website has a great deal of information. Departments can also email compu-squad@mit.edu to request a virtual or on-site meeting with the IS&T support team to discuss unique technology needs. IS&T support leadership is available at ds-leaders@mit.edu. IS&T staff will reach out to each area’s liaison to review inventory and plan computer replacements.
What about printers?
Similar to Compu-squad, IS&T can assist with the configuration, troubleshooting, and procurement of printers. However, the cost of purchasing and repairing printers is the responsibility of the GUE areas. Any office with intensive printing needs should explore CopyTech’s leased printing options, which include onsite hardware troubleshooting and maintenance.
Under the new support model, can I buy my old machine when it gets replaced?
Yes, you can buy your old computer. First, IS&T must collect the machine, erase the hard drives (deleting all MIT computer management software), reinstall the operating system, and work with the Property Office to remove the machine from MIT’s asset inventory. Once the computer has been decommissioned, if there is a purchase inquiry, the Property Office will propose a purchase price based on depreciation and use. Please note: IS&T does not support decommissioned MIT computers. All future support and repair costs for decommissioned computers will be the purchaser’s responsibility.