Remote Support

Remote support tools allow staff to view and fully interact with remote computers, reducing the number of required on-site visits. Specifically, agencies can use Bomgar. With Bomgar, you can see the customer's screen and fully interact with the remote desktop, request control of multiple computers, view attached monitors, and use advanced screen sharing tools.

Features

  • Annotations - Draw on the remote desktop during remote support sessions or presentations. Annotations work in view-only mode, even when remote control is not enabled.
  • Application Sharing - Improve security by limiting screen sharing to specific applications. Both customers and support technicians can control which applications are shared.
  • Collaborative Browser Sharing - Allow website visitors to request help by sharing their browser, and only their browser, during a chat support session.
  • Command Shell - Access the command line for network troubleshooting, system diagnostics, or network device support. Command line sessions can be recorded for security.
  • File Transfer - Transfer files between remote computers, tablets or smartphones during remote support sessions. Define permissions for relevant files and directories.
  • Presentation - Present your screen to multiple attendees and do online training with the same tool you use for remote support. Enhance training with annotations and chat.
  • Reboot - Reboot the remote desktop without losing your connection. Reboot into safe mode with networking and request automatic logon credentials at reboot.
  • Screen Sharing - See your customer's screen and fully interact with the remote computer as if it were on your desk.
  • Show My Screen - Show a customer your entire screen or certain applications. Shift back and forth between remote support and presentation without disconnecting.
  • System Information - View remote system information. Kill processes; start, stop, pause, resume, and restart services; and uninstall programs on remote PCs or mobile devices.

ITD and Customer Responsibilities

ITD administers the state's Bomgar implementation, including adding/removing users, and unlocking and resetting passwords. ITD will set up new accounts and show agencies how to download and install the software. Customers are responsible for training their staff on how to use Bomgar. The links below provide valuable training resources. Bomgar also offers advanced training for an additional cost.

Accessing Bomgar

Support staff should start by downloading the Representative Console from remote.nd.gov/login.  This will allow staff to initiate sessions and provide remote support. There are multiple software downloads available from remote.nd.gov.login, but staff only needs the Representative Console. For information on the other software available, contact ITD.

Staff can initiate remote sessions with customers using Representative Console. Note that if a staff member is logged into Representative Console a license is used, regardless of if they are actively in a remote session or not.

Training Resources

Requesting Service

ITD’s online Work Management System (WMS) may be used to submit a service request. Submit a Generic Service Request to add, change, or end service for new, existing, and terminated employees.

Associated Rates

Title Current Rate Current One Time Fee
Bomgar Hosting 80.00/user 3,100/user