Service Summary

Resident Technicians (ResTechs) provide virtual technical support to students in the residence halls to connect to Mason’s networks and to diagnose and troubleshoot computer problems. We will give resident students one-on-one assistance with...

  • Connecting laptops, mobile devices, smart TVs and gaming devices to the Mason network
  • Removing malware, spyware, and viruses
  • Educating about cybersecurity best practices
  • Resolving problems with applications like MasonLive, Microsoft 365 Apps for enterprise, and Blackboard

ResTechs cannot help with computer or printer hardware problems. If a hardware problem is diagnosed, the ResTech will refer the resident to either Patriot Tech in the Johnson Center or a local computer repair retailer.

Getting This Service

Services are available to all resident students. You may call the ITS Support Center (703-993-8870) for help, or you can request assistance from a ResTech by completing the Resident Technician Request form.

Availability

ResTechs are available by appointment during the following times:

  • Monday – Thursday 8 a.m. to 9 p.m.
  • Friday 8 a.m. to 5 p.m.
  • Sunday 1 p.m. to 9 p.m.

Policy

All users of the George Mason University network must adhere to University Policy Number 1301: Responsible Use of Computing.

Formatting and Registry Edits
ResTechs are not allowed to format computers or perform registry edits. The resident will be directed to Patriot Tech or another vendor for major problems that require these actions. This includes any operating system repairs such as corrupted system files.

Games
ResTechs will assist with connecting gaming devices to the network, however, they are not allowed to play computer games while working.

Homework
If a resident asks a ResTech for help with what seems like a homework assignment, both the ResTech and the resident must take care that neither is violating the honor code.

Hardware
ResTechs can not work on computer hardware problems. If a hardware problem is diagnosed, the ResTech will refer the resident to either Patriot Tech in the Johnson Center or a computer repair retailer of the residents’ choice.

Backups
Due to time limitations, ResTechs do not perform backups on data. Instead, ResTechs take every opportunity to ensure that residents understand the importance of backing up their files and that they know how to make backups of their data. Generally, at least three (3) backups should be made on three (3) different media.

Cybersecurity
On every support call, ResTechs will take the opportunity to make the resident aware of cybersecurity best practices, including:

  • Use of strong passwords
  • Use of antivirus software
  • Installing manufacturer operating system updates
  • Best email practices
  • Browser safety

Software Copyrights and the Responsible Use of Computing
ResTechs do not act as enforcers of software copyright laws or of the Responsible Use of Computing policy; however, ResTechs do have an obligation to inform residents about them.

Additional Information

The mission of Resident Technicians is to provide proactive technical support in the residence halls at George Mason University in order to provide excellence in learning for resident students.

During "Move-In" weekend, ResTechs help new residence students gain access to Mason’s network.