The Technical Assistance staff provides second level and direct customer support for the faculty, staff and students of most of the Johns Hopkins entities. Second level support is defined as a problem or request that requires enhanced assistance and/or is beyond the Help Desk's expertise. 
Technical Assistance responds to incidents assigned by the Help Desk and by direct customer service. Direct customer service support is provided at the Technical Assistance Service window, located on the Homewood campus in Garland Hall, room 01A, lower level. Hours of operation are Monday through Friday, 8:00am to 5:00pm. *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. *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 only. 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. No hardware support or reloading of the operating system will be provided for non-MCP laptops. *Wireless Issues - 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. 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 and assigned to the Resnet student support group. 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. *JHED/JHEM Issues - Technical Assistance will coordinate resolving these issues with the Help Desk. *Data Backup/Data Recovery - 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 does not provide Data backup or Data Recovery services. *Faculty and Staff Support - 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. Other areas of support are: Network Connectivity, J-Share File Sharing, Remote Access Services for Hopkins Affiliates JHConnect, Anti-Virus Software, Service Requests, JHU Equipment Disposal, Adobe Connect Web Conferencing and Hopkins One Setup and Support. | 
