Remote Assistance

Whether fixing a server across the ocean or a laptop across town, remote assistance allows technicians to troubleshoot computers and mobile devices by accessing them remotely—from anywhere. Ideal for supporting distributed customers and remote workforces, remote assistance enables technicians to share the customer’s screen to see and experience the issues reported, making it easier to fix or guide customers through the task at hand. Technicians simply request permission from the customer to start a remote support session and begin troubleshooting. The tool, powered by BeyondTrust, offers file transfer, chat functionality and custom integrations for superior service.

  • Multi-system compatible | supports Windows, Mac, Linux, iOS and Android devices
  • Double encryption | all sessions are double encrypted to comply with the FSU privacy policy and public record requirements
  • Session recordings | support sessions are recorded for quality purposes and complete audit trails
  • Team permissions | granularly manage team users, roles and session permission settings
  • Shared licensing | software licensing can be shared among support staff to minimize costs

Additional Info

Visit the ITS Support Portal powered by BeyondTrust Remote Assistance.


There is no charge for this service.


Please refer to the "Search for Help" button in the top right corner of this page to find any relevant FAQs for this offering.

For information on standards, policies, and more, visit IT Policies & Guidelines.

To schedule a demo, contact

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