Remote Assistance with BeyondTrust (formerly Bomgar)
BeyondTrust Remote Support (formerly Bomgar) is the secure remote assistance tool used by OIT to provide technical support to faculty, staff, and students.
When assistance is requested through the OIT Service Desk, a technician may use BeyondTrust to remotely connect to your University-owned or personal device to diagnose and resolve technical issues. Remote support is especially useful for users working off campus or unable to visit the Service Desk in person.
How Remote Assistance Works
- Contact the OIT Service Desk and request assistance.
- An OIT technician will provide instructions to start a remote support session.
- You must be present at your computer and explicitly grant permission before a technician can connect.
- Once connected, the technician can assist with troubleshooting and resolving the reported issue.
Privacy and Security
To protect user privacy and security:
- Remote support sessions are initiated only after a user requests assistance.
- Users must explicitly approve the remote connection before access is granted.
- OIT staff may only access a device for the purpose of providing requested technical support.
- Users can end the remote support session at any time.
For questions about BeyondTrust Remote Support or OIT's use of remote assistance tools, please contact the OIT Service Desk.