Service Summary

Resident Technicians (ResTechs) provide proactive, technical support in the residence halls to help students 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, Office 365 ProPlus, 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. ResTechs can be found in the ITS Support Center in Innovation 226. You may also 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.

How do I identify ResTechs?
ResTechs will be wearing a black polo shirt with a "George Mason University Information Technology Services" emblem on the left breast.

Availability

ResTechs are available by appointment during the following times:

  • Monday – Thursday 8 a.m. to 10 p.m.
  • Friday 8 a.m. to 5 p.m.
  • Saturday 10 a.m. to 2 p.m.
  • Sunday 2 p.m. to 10 p.m.

Policy

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

Escort
While assisting residents with their computer problems, ResTechs must follow the Office of Housing and Residence Life's policy concerning residents and guests. When providing assistance the ResTech is considered a guest of the resident. Therefore, the resident must remain in the building with the ResTech while the issue is being worked on. If for any reason the resident must leave, so does the ResTech.  A new appointment will be scheduled to come back at a later date. This applies to all ResTechs, even those living in the area they are servicing.

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 consulting visit, 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.