BeyondTrust Remote Support - Getting Started

This article provides a general walkthrough for performing some common activities in BeyondTrust Remote Support.

Objective

These instructions provide a general walkthrough of the commonly performed tasks for BeyondTrust. These tasks include:

• Requesting Access
• Providing Remote Support
• Inviting an External Support Representative

Users

• IT support technicians utilizing BeyondTrust to provide remote IT support.
• Select faculty/staff members utilizing BeyondTrust for quick access to equipment utilizing BeyondTrust Jump Clients.

Before You Begin

Please visit the BeyondTrust Remote Support - Overview KB article for understanding how BeyondTrust is utilized at the university.

Requesting Access

1. Navigate to the BeyondTrust Remote Support Access Request
2. When filling out the form complete the following
   • Select New Representative
   • Upload a headshot of yourself
   • In the Jump Clients section, select the Open Unattended access role
   • Indicate which jump group(s) are needed in the Additional Comments section
   • Agree to the Terms of Service and submit the form
3. Once the form is submitted it will go to your supervisor for approval and then to the Security Engineering team to complete the access request.

 

Providing Remote Support

1. Navigate to https://help.nebraska.edu/console to access the Remote Support Web Representative Console.
2. Select SAML Credentials for the authentication method. This method utilizes TrueYou SSO credentials.
3. Select Log In
   
4. Upon logging in successfully, representatives will be taken to the console dashboard. On the left side of the screen, three icons will be present:
   1. Open Menu is an icon represented by three lines.
   2. Sessions is an icon represented by a monitor. This will show any active support sessions to which the representative is connected.
   3. Jump Items is an icon represented by a laptop with arrows on its screen. This will list Jump Groups to which the representative has access. When a Jump Group is selected, the jump items that are assigned to that group will be listed in the middle area of the view.
      
      
5. To start a remote session from a Jump Item, select the jump item to highlight it. An expansion will show information about that jump item. Select the Jump button (indicated in the picture with the red box) to start the session.
   
6. Once the session has started, a Start Screen Sharing button will be present at the center of the screen. Selecting this button will allow the representative to view and interact with the remote device.
   

 

Inviting an External Support Representative.

In some instances, representatives may need to invite a vendor to join them in a remote session. A button to Invite other Representatives to this session can be found in the upper-right side of the session window. With this feature, representatives can create a session key that can be shared with an external vendor so they may provide remote support during the session.

When inviting an external support representative:

1. Select Invite External Representative -> Invite.
   
2. Enter the external representative's name and reason for adding them to the session, then select Create Key.
   
3. The representative will have the ability to copy the session key or the direct link URL to share with the external representative. If using the session key, the external representative should navigate to https://help.nebraska.edu/ and enter the session key to join. The direct link will take them directly to https://help.nebraska.edu/, where a Join Now button can be found at the upper-right side of the window.
   

Session key invite:

Direct link invite: