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Help & Support

Technical Assistance

The Technical Assistance staff provides direct customer support for  students. The Technical Assistance service window is located on the Homewood campus in Garland Hall, room 01A, basement. Hours of operation are Monday through Friday, 8:30am to 4:30pm. 

Technical Assistance Policies and Procedures

Please Note:  Laptops must be in English

Mobile Computing Program

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

Non-MCP Laptop Support

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, HP 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.  TA does not support Linux operating systems. 

Wireless/Mobile Device Support

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.

Resnet Connections

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.

Office 365/Alumni

Technical Assistance provides support for Office 365 including email configuration on your mobile device. Alumni will also receive assistance with their Office 365 issues.

Data Backup/Anti-Virus

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 a hardware issue. Technical Assistance also assists JHU affiliates with installing Anti-Virus software which JHU provides Microsoft System Center Endpoint Protection as a free download to students.

Blackboard Collaborate(formerly Elluminate)

 Technical Assistance also coordinates and troubleshoots access or issues for Faculty/Staff using Blackboard Collaborate.