Help

CoVid-19 Response

 The BMB/Chemistry IT Team strives to resolve as many of your technology issues as we can via remote support.  Our primary means of communications is by email at ithelp@chem.umass.edu.  This feeds into our support ticketing system which insures that your request is seen and tracked by all members of the Team.  

When a more interactive means is needed we use Zoom for video conferencing, including accessing your remote system with screen sharing.  We are looking to enhance our ability to communicate with you by adding a chat function in the near future.  If needed, we will set up face to face support in our offices or at other locations on campus (eg in labs).

Social Distancing Measures

 We will not be offering drop in hours at our office.  We ask that you visit our offices only by appointment.  If you are here for a scheduled appointment, we ask that you knock on the door and wait for us to ask you to enter.  There may be someone ahead of you and only one customer at a time is allowed. Please stay in the marked area near the doors during your visits.  

MASKS are REQUIRED to be worn while in our offices.  Please follow all UMass Amherst directives regarding social distancing during you visit to our offices.  

Please note that we will be disinfecting any systems we are required to handle.  This may include wiping down the surfaces of the computer with 70% Isopropyl  Alcohol or other disinfectants.

Requesting Help

Chat with us: click the green thought bubble in the lower right of this screen.
(If the thought bubble is grey, you can click it and leave us a message, which will send us an email through the Helpdesk.)

Email us at:
ithelp@biochem.umass.edu
or
ithelp@chem.umass.edu.

(This will send an email to our request management system that the entire team receives. If you do not hear back from us within 24 hours, please feel free to contact us by phone or our UMass email addresses.)

PLEASE DO NOT INCLUDE ATTACHMENTS. If necessary, upload the attachment to Google Drive and share it with one of our email address’s listed below.

Please include the following in your help request (if applicable):

  • A brief description of the issue or request
  • The date and time you experienced the issue
  • Any error messages you are receiving
  • The make/model and operating system of your device

Emergencies

In an emergency, both Departments’ office staff have our contact information.

About Us

The Departments of Biochemistry & Molecular Biology and Chemistry have a shared IT team. Together we run and maintain a discrete physical network, servers, a cluster facility, and we assist faculty, students, and staff with their computing needs. Our staff members are:

John Maher577-3120john[at]chem.umass.edu
Gary Rehorka577-3150rehorka[at]chem.umass.edu
Nikki Tebaldi545-6085ntebaldi[at]umass.edu

We are available from 8:30am to 5:00pm on weekdays, although we are sometimes around both before and after those hours to assist you.

Need help?