How do I start a remote Windows support session with OneIT?

BeyondTrust is a remote support solution that allows OneIT technicians to connect to university-managed computers with user permission remotely.  

Please contact the IT Service Desk, and if instructed to do so, a OneIT technician will provide you with a seven-digit session key. 
  1. Locate the OneIT Support shortcut found on the desktop of your university-managed Windows computer.

    oneit support icon
  2. Launch OneIT Support application/button 
  3. Once the OneIT Support window opens, enter the session key provided by the OneIT technician.

    enter session key image
  4. Acknowledge the Full Terms & Conditions of use by clicking the hyperlink and selecting ACCEPT.

    picture of terms and conditions acknowledgementimage of waiver agreement
  5. You will receive an Access Request prompt from the OneIT technician requesting view and control of your university-managed computer; click Allow.

    allow or refuse request image
  6. The Remote Support Customer Client will launch, enabling sharing and chat functionality between you and the OneIT technician.  

    image if launching
  7. When prompted, confirm your remote support session has ended by clicking Yes.

    confirm request image
  8. You will receive the message: Thank you for contacting OneIT!
    Acknowledging that your remote support session has ended, your computer is no longer being remotely managed.

    thank you image

 

How do I end a remote session? 

You can close the session by clicking the red X in the sidebar or the session tab or exiting through the session menu.

 
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