Remote Assistance Option
This article contains information regarding the Remote Assistance option from the Help Desk.

The Help Desk offers a remote assistance option for faculty and staff experiencing problems with their university-owned computers.  This system enables the Help Desk to assist with some issues during the initial call rather than waiting for someone to come deskside.

What this system does:

  • Allows the Help Desk staff to remotely access your Windows or Macintosh system to view and correct issues.
  • Allows the Help Desk to assist you more quickly on issues that may not require a deskside visit.
  • Provides secure instant messaging capabilities with any Help Desk staff on duty.

What this system does not do:

  • Does not leave any application behind that would allow us to control your system.
  • Does not replace traditional deskside service.  We still provide deskside service as well as our other support options. 
  • Cannot be used if you cannot login to your computer.

How we protect your security:

  • The person requesting assistance must initiate the Remote session. 
  • The client establishes a secure connection across the network.  All information transmitted to and from your computer is encrypted.
  • The Client Application uninstalls after each support incident.  In other words, you are in control of the remote support experience.

How do you get started:

  • On the Help Desk website, select "Report a Problem".
  • Under the "Get Help" article, look for Remote Assistance.
  • Click on "Connect Now".
  • From the Remote Assistance portal, click on a technician's name or fill out the form to be assisted by the first available consultant.

** Please note that this is a new system.  We ask that you be patient as we work with our Help Desk staff to implement this system.