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.
Example of an email with the remote support link
Would you like to start a support session with ITS Staff Member name?

2. Downloading the Remote Support Application

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

  1. A new window will open in your browser.
  2. The software will download. This process will vary depending on your computer. This example shows a Mac computer.
  3. After the download is complete, double click the icon to launch it.
Drake ITS Remote Support browser window
Opening software download
Double click to start support session.

3. Remote Support

1. After installation, a small window will open.

  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.

Remote Support Customer Client window
Chat Window information

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.

  1. The ITS staff member will end the session and you’ll see a confirmation pop up on the screen indicating that your device is no longer being accessed. This process removes the temporary software application.
  2. You will see a brief remote support survey. Please use it to let ITS know about your experience.

If your issue has been resolved, your support request will be marked as resolved, otherwise you will receive additional information regarding next steps towards resolution.

Remote Support session has ended window
Drake ITS Remote Support Survey screen


Article ID: 95408
Wed 1/8/20 4:07 PM
Thu 8/6/20 4:33 PM