The Technical Assistance staff provides direct customer support for the faculty, staff and students for most of the Johns Hopkins entities. Technical Assistance also responds to incidents assigned by the Help Desk. The Technical Assistance service window is located on the Homewood campus in Garland Hall, room 01A, basement. Hours of operation are Monday through Friday, 8:00am to 4:30pm.
Laptops purchased through the Mobile Computing Program receive total Hardware and software support and are given top priority. All Mobile Computing Laptops must be backed up by student prior to being re-imaged. All Students participating in the Mobile Computing Program are entitled to a loaner while their laptop is being repaired by Technical Assistance. Turnaround repair time is estimated an average of 3 business days. Technical Assistance technicians are both Apple, Dell and HP Certified. Technical Assistance is an Apple Authorized Service Provider.
Authorized Service Provider Certified Certified
Student laptops who live off-campus and on-campus who did not purchase a laptop through the Mobile Computing Program will receive software support for virus and spyware removal. Laptops must be checked into Technical Assistance during this process with an average estimated turnaround time of 5-7 business days. All students who live off-campus will have their laptop assigned to Technical Assistance. Hardware support will be provided for Dell and Apple Models which are still covered under warranty; however no loaners are provided to Dell Models which are not included in the Mobile Computing Program. Re-loading the operating system is provided, but only if the student has a copy of their operating system.
Technicians will try to configure wireless and if the laptop is not configured within 30 minutes then the laptop will need to be checked into Technical Assistance. Mobile Devices can also be configured for the hopkins wireless network. All wireless issues after 4pm can either be checked into Technical Assistance or an appointment can be scheduled. The average turnaround time for wireless configuration issues is an estimated 2 days.
Technical Assistance will check to see if the connectivity issue is with the student's laptop or if the problem is with the data jack in the student's dorm room. Resnet will be notified if the issue is with the student's data jack. Laptops that are not purchased through the Mobile Computing Program and appear to have connectivity problems will be checked in through Technical Assistance. The average estimated turnaround time for Resnet laptop support is 5-7 business days. Loaners are not available for laptops which are not purchased through the Mobile Computing Program.
Technical Assistance provides support for Outlook Live and JHEM issues which includes OL mail configuration on a mobile device. Alumni will also receive assistance with their email alias and JHEM access.
Technical Assistance strongly encourages students to continously back up their data on their laptop in the event there is a problem with their hard drive. Technical Assistance provides data backup only in the event of hardware-related issues and provides no guarantee that data can be restored. It is a best effort basis. Technical Assistance also assists JHU affiliates with installing Anti-Virus software which JHU provides Symantec Endpoint Protection as a free download to students.
Technical Assistance provides software support for Homewood departments who do not have a Lan Administrator. Software support is provided on a best effort basis. The estimated average turnaround time is 3-5 business days. Technical Assistance also coordinates and troubleshoots access or issues for Faculty/Staff using Blackboard Collaborate.