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  • End Users

    • This page is intended for the person who contacted their technical support provider (TSP) about an issue with their computer, and who has been asked to allow the TSP remote access to their...
    • Your technical support provider (TSP) will use their client to send you an email message like the one shown here: [[{"fid":"11450","view_mode":"wysiwyg","fields":{"format":"wysiwyg","...
    • Your technical support provider will ask you to use your browser to go to http://assist.cit.cornell.edu. Your support provider will give you a session key (usually seven digits) to enter...
    • This article is intended for the person who contacted their technical support provider (TSP) about an issue with their computer, and who has been asked to allow the TSP remote access to their computer. Here we'll try to anticipate your questions about what using remote assistance means.
    • Bomgar can be used to allow support personnel to view a user's mobile device. Only the user can control the device, but the support person can see what happens. Vendor Documentation:...
    • When your technical support provider has finished their support activities, they can end the session from their computer. At any time, you can end the session by clicking STOP SHARING in...
    • For nearly all remote assistance sessions, you will be in direct contact with your technical support provider (TSP) either by phone or through the chat window. This means you are always free to...

    FYI

    • Bomgar works with Windows 7 or newer Mac OS X 10.8 - 10.11 and macOS 10.12 or newer iOS 8 or newer (screen sharing requires tethering) Many versions of Linux...
    • What's the difference between Bomgar and Zoom/Skype? Bomgar is intended for use by Technical Support Providers. Zoom and other web conferencing tools are designed for a much...

    Technical Support Providers

    • IT staff using Bomgar will be granted access privileges appropriate for their role. There are three levels of access. Basic The end user must be present for the session. To begin a...
    • Bomgar can be used to allow support personnel to view a user's mobile device. Only the user can control the device, but the support person can see what happens. Vendor Documentation:...
    • Before a local technical support team can use Bomgar, a local CornellAD OU admin must create and populate four Bomgar-related AD groups in their OU.  If that...
    • This page is intended for technical support providers. It describes how to install the Bomgar Representative Console on your device(s) so that you can initiate Bomgar support sessions with end...
    • This page is intended for technical support providers. End users do not need this information. Browse to https://assist.cit.cornell.edu/login/ Login using your NetID and...
    • This article presents a high-level overview of the decision to implement Bomgar (BeyondTrust) as the remote assistance tool recommended for IT at Cornell.
    • Bomgar accounts are associated with teams, which are associated with academic or administrative units. Individuals are given access to Bomgar through CornellAD groups managed by local IT...
    • This article assumes you and the user have decided to begin the support session by you sending an email message with a link for them to click. Have you gone over the material covered...
    • This article assumes that the user's computer has the Jump Client installed you can see their computer listed in the Representative Console under All Jump Clients the...
    • Have you gone over the material covered on our What to Say Before You Begin a Session article with the end user? It is important that the end user is comfortable with the notion of remote...
    • This page assumes that the user's computer has the Jump Client installed you can see their computer listed in the Representative Console under All Jump Clients...
    • Either the TSP or the end user can end a Bomgar support session. Where possible, we recommend that you ask the end user to finish the session by clicking the "Stop Sharing" link in the...
    • As a technical support provider (TSP) it's important to realize that screen sharing and remote access is a new and possibly unnerving thing to a lot of people. Your job is to make the end user comfortable with the use of this tool and to prevent surprises and misunderstandings.