What is BeyondTrust Remote Support?

BeyondTrust Remote Support is a light-weight software client that allows for remote technical support, when needed.  It is used by Luther Seminary and Augsburg University IT support representatives to assist with troubleshooting issues, installing requested software packages, and user training.

What is the process for someone in IT remoting into my computer?

The process ultimately begins and ends with you.  Should you have a technical issue that needs assistance, you would reach out to IT through the normal support channels.  If it determined that connecting via remote support is the best path forward, the support representative would ask if it is ok for them to remote into your computer.  Should you grant this access, the support representatives would then need to know the name of the computer you are using (usually found on a white sticker on your computer).  Only once they have permission and the computer name will they remote into your computer.

There are two indications that a support representative is connected to your computers.  The first is a chat window that pops up in the center of your screen. The second is a semi-transparent watermark that shows in the top-right corner of your screen that cannot be hidden.

In the process of technical support, the support representative may need to take control of your keyboard and mouse, but will request this when needed.  Once the support session in finished, the support representative will disconnect immediately, as indicated by the removal of the pop-up and watermark.

Can IT remote into my computer without me knowing it?

No.  As is mentioned above, a chat window and watermark both appear on your computer screen during a remote session.  This is a security feature built into the software that IT cannot change. 

What if I am not at my computer?

Assuming you are following good security practices of either logging off or locking your computer when you are not there, then IT would not be able to access it.

Can I end a remote session?

Yes, the BeyondTrust pop-up window has a big red X in it that will immediately end a session.

Does IT remote into faculty and staff computers without permission?

No.  The only time IT remotes into computers without permission is for maintaining shared classroom or lab computers, and only when not in use.  The representative software clearly indicates this. Additionally, all remote connections are administratively logged and IT Staff are required to follow the IT Code of Conduct.

Do IT student workers have access to this?

Yes and no.  Augsburg student workers use BeyondTrust for remote support, but with an added layer of security.  They are able to remote into computers only when access has been explicitly granted via the BeyondTrust pop-up window on your computer.  Until access is granted, they cannot see anything on your computer nor can they control it. Eventually, Luther Seminary student workers will have this access as well, once adequate training has been received on the process and software.

Can I remote into someone else’s computer?

No, you do not have access to the representative software.