Technical Support during COVID-19

Posted June 30th, 2020 at 8:40 am.

The following information is subject to change.
Last updated: July 7th, 2020


Table of Contents:

Overview

The following article outlines general procedures and guidelines for Technical Support during COVID-19.

At any time, a support representative or community member reserves the right to reschedule service if any of the below safety/health guidance are not being followed.

Guidelines for In-Person Support:

In-person support will only be used once all virtual support options have been exhausted. This includes email, phone, remote support tools, etc.

All in-person will:

  • Be by appointment only
  • Be done as quickly as possible while still being accurate and thorough
  • Follow social distancing guidelines
  • Require masks for all parties

Protocols: Hygiene and Sanitation

All support representatives must:

  • Wash hands with soap and water for ≥20 seconds
    Before and after any appointment
  • Bring hand sanitizer, and use before and after touching equipment
  • Use their own separate keyboard and mouse whenever possible
  • Wear a mask at all times during an appointment

Protocols: Quarantining Equipment and Loaned Items

The following applies to anything coming in/out of a LITS workspace:

  • In: may be quarantined for up to 72 hours before being worked on
  • Out: may be quarantined for up to 72 hours before being returned or loaned
This will significantly impact turnaround times for hands-on support requests.
Loaners will be provided as needed and as available. We cannot guarantee that we will have a loaner with your preferred Operating System.

 

 

Questions?

If you have any additional questions or problems, don’t hesitate to reach out to the Help Desk!

Phone: 610-526-7440
Email: help@brynmawr.edu
Location: Canaday Library 1st Floor


Filed under: General Assistance Tags: by Roy Smith

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