Remote and Onsite IT Support – Availability and Hours of Operation
As of September 2nd, 2020
How to Contact Us
Remember that even though you may be working, teaching or learning remotely you are not alone. If you need assistance from Information Technology Services (ITS) at Framingham State University, contact us at any time by calling 508 215-5906, or sending an E-mail to firstname.lastname@example.org.
You may be able to obtain information you need right away, or be able to resolve an issue yourself more quickly, by going to https://myit.framingham.edu self-service portal and accessing the “search for answers” feature. Otherwise, you may also use the IT self-service portal to report an incident or submit a request. Doing so may expedite how quickly it gets assigned to the person within ITS who has the ability to act on it (based on how the system is setup).
Availability of Remote Support
ITS personnel are available to provide the personalized support you may need remotely via telephone, E-mail, or video conferencing[i] as follows (except holidays):
- Monday thru Thursday from 8:00 am EST until 9:00 pm EST
- Friday from 8:00 am EST until 5:00 pm EST
- Saturday from 9:00 am EST until 5:00 pm EST
- Sunday from 1:00 pm EST until 10:00 pm EST
Availability of On Campus Support
The presence of ITS personnel on campus during the COVID-19 pandemic will continue to be maintained at levels commensurate with the demand for onsite IT services and support within the constraints of federal, state, local and University health and safety guidelines designed to mitigate the risk of the virus spreading on campus and throughout surrounding communities. In order to maintain the balance between providing the best possible service and support we can, while adhering to physical distancing and occupancy limits, ITS will be providing all support that requires any face-to-face interactions on campus by appointment only by contacting us using the information provided above.
Drop-in by Appointment
Sometimes a face-to-face meeting, a visit to the IT Service desk, or times when someone from IT needs to come to your area is required. ITS personnel continue to be available for these situations, just as they normally would be. However, these “drop-ins” are scheduled in advance and by appointment only; Monday through Friday sometime between 8:00 am EST and 4:00 pm EST.
Drop-off and Pick-up by Appointment
For situations requiring help with the setup, troubleshooting or repair of your laptop computer, you can drop it off and pick it up at the IT Service Desk in the Technology Resource Center located on the Lower Mezzanine of the Whittemore Library by appointment only: Monday thru Friday from 8:00 am EST until 4:00 pm EST.
General Computer Labs and Access to Software Remotely
All of the software available in the Hemenway General Computer Lab is now available in the cloud for students to access remotely at any time from a web browser. The software hosting service is called “Apporto” which is a virtual desktop environment that provides access to software such as SPSS, Access, Minitab, and more, on a virtual PC interface without having to download the software to your computer. Similar to what you experience in the general labs, 70 users (students and faculty too) may access each hosted application at any one time.
To access the service, login at https://framingham.apporto.com/ using your Framingham State University username and password. If you do not see a software application, direct your questions to IT@framingham.edu. To learn more, view these additional resources.
If you still need to use one of the computers and/or printers in the Hemenway lab Monday thru Friday from 8:00 am until 4:00 pm EST. There are also computers available to use in the Whittemore Library and McCarthy Student Center.
[i] If needed you will be provided a Zoom, Teams or Bomgar invitation to discuss your issue, share your screen, and/or grant remote access to your device.