How to Receive Remote Support from the IT Help Desk Using Duq.edu/Remote

Issue

You need remote assistance from the IT Help Desk to resolve a technical issue on your computer.

Environment

• Windows or macOS device
• Internet access
• Communication with the IT Help Desk

Resolution

1. Contact the IT Help Desk

   • Call 412.396.4357 or visit duq.edu/chat to start a support request.

2. Request Remote Support

   • Explain your issue to the technician.
   • Ask them to initiate a remote session.

3. Join the Remote Session

   • Go to duq.edu/remote or logmein123.com.
   • Enter the PIN code provided by the technician.
   • Click Join Session or Start Download.

4. Run the Downloaded File

   • Once the file finishes downloading, open it to begin the session.

   If you can’t find the file, press CTRL + J (Windows) or COMMAND + J (Mac) to open your downloads folder.

5. Allow Access

   • Follow and accept all on-screen prompts to grant the technician access to your device.
   • This may include allowing screen sharing, accessibility, or administrative permissions.

6. Work with the Technician

   • Stay on the line or in chat while the technician assists you with your issue.

7. End of Session

   • The technician will close the session when the issue is resolved.
   • You may now delete any files downloaded during the session.