HUIT is committed to ensuring all client community members have the IT support they need to be productive. With the emergence of remote and hybrid work, we have adapted our services to provide both on-campus and remote support. This policy establishes the guidelines for the deployment of HUIT support technicians, ensuring their support is provided effectively and within the appropriate boundaries of the University’s policies and resources. 

This policy applies to all HUIT support technicians, including full-time, part-time, and contract staff.

Scope of support: 

HUIT support staff are authorized to provide technical support within university-owned properties, including all campus buildings, administrative offices, research facilities, and designated residential properties such as the President's and Provost's houses. 

HUIT support staff are not authorized to provide support in buildings owned by the University but leased commercially for non-university business. IT support for these properties falls outside the scope of HUIT's responsibilities. 

In-home support restrictions:

HUIT support staff are prohibited from providing in-home IT support for students, faculty, and staff outside of the designated University-owned residential properties. A list of designated properties is maintained by Client Services leadership.    

Remote support options: 

To meet the needs of remote and hybrid workers, HUIT offers a range of remote support services, including phone, email, and virtual assistance. These services are available to all HUIT clients, regardless of their location. Additionally, requests for workplace accommodations related to disabilities will be considered on an individual, case-by-case basis to ensure appropriate support is provided. Guidance for how to submit accommodation requests can be found on the University Disability Resources website.  

Reporting and escalation: 

Any incidents or requests for in-home support that come to the attention of HUIT staff should be shared with a supervisor to ensure expectations are clearly communicated.  

• Submit a ticket via a form or by emailing ithelp@harvard.edu  
• Call the Service Desk at 617-495-7777 
• Chat with the Service Desk
• Stop by the Walk-In Support Center at the Science Center to receive in-person support