Boise State Implements Real-Time Remote Support System

• By Leila Meyer
• 06/05/13

Boise State University has implemented a real-time remote support system to extend tech support to students and most device types, on and off campus.

In the past, the university provided remote tech support for only university-owned computers used primarily by faculty and staff. Tech support for students was limited to issues logging on to university systems. The university's remote support tool allowed access to devices on the campus network only and could only support Windows computers.

In recent years, the university has been making an effort to improve the student experience and decided to extend full tech support to students. Since 30 to 40 percent of students use Mac computers, Boise State needed a platform-agnostic system. University administrators said they also wanted the ability to support faculty, staff, and students off campus, including distance education students.

The IT department selected a Bomgar B200 remote support appliance, which is installed on site at the university. The new system enables the team to remotely support almost any device, including Windows and Mac laptops and desktops, as well as iOS, Android, and Blackberry mobile devices, whether they are on or off campus.

"We've moved from a 'these are the devices you can have' approach to one that is 'You bring it, we support it,'" said Peter Jurhs, desktop support manager for Boise State, in a prepared statement.

The IT team embedded a Bomgar online chat link on the university's student Web portal to provide another method for students to get support. "The students are very comfortable with online chat, so they really utilize this feature," said Jurhs.

The new remote support system has improved the team's response times because they no longer have to walk across campus or schedule an appointment for escalated issues, according to Jurhs in a news release from Bomgar.

Bomgar uses a turnkey, one-click method to initiate support sessions. The support technician can then view the user's screen, so they can give impromptu software tutorials remotely. Bomgar's Jump technology also lets support staff reboot a remote device without user involvement.

"Our faculty also likes the fact that Bomgar doesn't require software to be installed on their devices," said Jurhs in a prepared statement. "With Bomgar, we only need to put a small client on their computer during the support session, which is immediately removed once the session ends."

Boise State University is a public research university in Boise, ID serving more than 22,000 undergraduate and graduate students.

Further information about Bomgar remote support appliances can be found at bomgar.com.