BeyondTrust Remote Support
With beyondtrust (formally Bomgar), Technology Services staff can access endpoints, on and off the University network. Technology Services staff can resolve issues directly, rather than talking a user through often elaborate or confusing procedures on the phone or conduct an on-site visit. Additionally, Technology Services staff can invite others to a remote session when additional insight is needed.
After contacting your Technology Services support representative by phone, users can begin a remote support session by navigating to one of two online portals. Once at the portal select the name of your Technology Services support representative or type in a pre-shared session key. Alternatively, a pre-installed Jump Client may be used by a support representative if you are using a University issued endpoint, prompting you to authorize a remote access request.
Privacy & Security
Users are in full control of their support experience when connecting with a Remote Support representative. On privately issued University endpoints, local user consent is required to begin the remote session and allow a Technology Services support representative to access and control the endpoint. At any time, a user can terminate the remote session by closing the Remote Support chat window.
Before starting or accepting a Remote Support session, Technical Services strongly recommends that you close any open documents which contain personal, confidential, or regulated data. This information will be visible to Technology Services staff when viewing your screen remotely.
Technology Services staff access to Remote Support is restricted and protected with Two-Factor authentication. All data transmitted during a remote session is encrypted from end-to-end. All actions performed by Technology Services staff during a support session is logged and routinely audited.