Title: Remote User Assistance Policy
Effective Date: February 2013
Issuing Authority: Information Technology
Program Coordinators: Director of IT and Libraries
Last Updated: February 2013
Purpose of Policy
This policy governs the use of remote assistance tools used by IT to provide technology support services to the community.
Scope
This policy applies to the use of all desktop remote assistance software used on campus.
Policy
Remote assistance software tools provide IT staff with the ability to troubleshoot computer hardware and software issues from a distance. These tools increase the perception that privacy and security could be compromised. IT will use only those remote assistance tools that provide faculty and staff with the ability to accept or decline an invitation to allow IT staff to remotely access their computer and must give a visible indication that his/her system is being remotely accessed.
Authorized IT Users
IT professional staff are authorized to provide remote assistance to users.
IT student staff may be authorized by their IT supervisor to provide remote assistance to users after completing training on the proper and ethical use of the tools.