Using Remote Support with ITS (How-to)

Remote support allows you to chat with ITS staff to resolve technical issues. Students, faculty, and staff can authorize remote access to their computer so that technicians are able to diagnose and resolve issues. All interactions will be logged as part of the request and no one will ever access a computer without permission.

The instructions below show you how to respond to a request for remote support from an ITS staff member. All remote support sessions will be generated from a request submitted in the IT service portal. The ITS staff member working with you will coordinate a time for the remote support session. For more information see the Remote Support Policy.

1. Visiting the Session Link

1. After you've coordinated a time with the ITS staff member, you will receive a session link via email.

1. Click the link to initiate the session. Each session generates a unique link.
2. You will see a new window in your browser that will invite you to start a support session with the ITS staff member you're working with. Click Yes.

2. Downloading the Remote Support Application

1. A temporary application will be downloaded to your computer to facilitate the remote support session.

1. The software will request permission to “view and control” your computer. If you don't respond to this prompt within 30 seconds, access will be allowed. You are able to decline this access, however, you will be required to bring your computer to the support center in person for your issue resolution.
2. At this point, the ITS staff member has full access. You’ll be able to see everything they do in real time. All actions taken are recorded and logged within your support request.
3. If you need to revoke access to your computer, click Stop Sharing in the chat window.
4. You will be able to chat with the ITS staff member in real time, in addition to other communication options.
5. The ITS staff member might pause at this point to elevate privileges to grant themselves administrative privileges to make global and/or restricted changes to your computer.

NOTE: You may see additional prompts to grant permission for specific tasks needed to resolve your request.

4. Ending Session and Next Steps

1. At the end of the session, the ITS staff member will confirm that everything is resolved or advise on next steps.