Allow a Technician to Remote into Your Computer

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This article explains how to allow an FAU OIT technician to remotely assist you on your computer.
Important: Only allow remote access when you are working with an FAU OIT technician or another trusted FAU support contact. Do not approve remote access requests from unknown users.
Currently supported remote support tools: OIT currently uses MSP remote support, Microsoft Teams, and Microsoft Remote Help.

MSP Remote Support ▾

For many FAU-managed computers, an OIT technician may be able to connect using MSP remote support.

  • In most cases, you do not need to install anything.
  • In most cases, you do not need to start a remote session manually.
  • The technician will provide instructions if any action is needed from you.
  • Keep your computer powered on and connected to the internet.
  • Do not restart or shut down the computer unless the technician asks you to do so.
Note: MSP remote support is typically used for FAU-managed devices. If MSP is not available, the technician may use Microsoft Teams or Remote Help instead.

Microsoft Teams Screen Sharing ▾

A technician may ask you to share your screen through Microsoft Teams and give control so they can assist you.

  1. Open Microsoft Teams.
  2. Sign in with your FAU credentials.
  3. The technician will contact you through Teams chat or a Teams call.
  4. Select the screen share option. (three dots in top right > Share Screen)
  5. Select the screen or desktop you want to share.
  6. After sharing starts, the technician will request control, approve the request.
  7. The technician can now assist you using the shared session.
  8. When the remote session is complete, select Stop presenting or stop sharing.

Microsoft Remote Help ▾

Microsoft Remote Help allows an OIT technician to view or control your computer after you approve the session.

Note: Remote Help may already be installed on FAU-managed Windows computers. If it is not installed or does not open, the technician may use another supported remote support method.
  1. The technician will tell you when to open Remote Help.
  2. Open the Windows search bar.
  3. Search for Remote Help.
  4. Open the Remote Help app.
  5. If prompted, sign in with your FAU account.
  6. Complete Microsoft Authenticator verification, if prompted.
  7. The technician will provide a security code.
  8. Enter the code.
  9. Review the technician information shown in the prompt.
  10. Approve the session only if the technician information matches the person assisting you.
  11. If prompted to allow screen sharing, select the option to share your screen.
  12. If prompted to allow control, approve control only when you are ready for the technician to control the computer.
  13. Keep the Remote Help window open during the support session.
  14. When the session is complete, end the session or close Remote Help.
Security reminder: Do not approve a Remote Help session unless you are expecting support from OIT and have confirmed the technician.

When a Technician Uses Remote Desktop ▾

In some cases, if you do not need to be signed in for the remote session, a technician may connect to your FAU-managed computer using Remote Desktop or another administrator support method.

  • The technician may ask for your computer name.
  • Confirm that your computer is powered on.
  • Do not shut down or restart the computer unless the technician asks you to.
  • The technician will use their authorized support credentials to assist with the issue.
Note: If the technician can connect without user action through an approved support tool, they will tell you what to expect.

Troubleshooting ▾

  • If Teams is not installed, sign in at portal.office.com with your FAU account and install Microsoft Teams if needed.
  • If you cannot sign in to Teams, confirm that you are using your FAU credentials.
  • If you do not see the screen share button, make sure you are in a Teams chat or call with the technician.
  • If the technician cannot control your screen in Teams, confirm that you selected Give control.
  • If Remote Help asks you to sign in, use your FAU account and complete Microsoft Authenticator verification if prompted.
  • If Remote Help does not open, tell the technician so they can use another approved support method.
  • If you are unsure whether a remote support request is legitimate, stop and contact the Help Desk at 561-297-3999 before approving the session.

Still Need Help?

If you need help allowing an OIT technician to remote into your computer, contact the Help Desk at 561-297-3999 or submit a support request.

Submit a Help Desk request

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