CIT has a variety of tools that we use to provide remote assistance to our community. Some of these tools include the ability to remotely control or monitor your computer. CIT will only initiate these remote control tools while in active, ongoing communication with the end user in question, and only when the user is made aware prior.

Remote Assistance Sessions:

• If the device is assigned to an individual: 
  • Permission from that individual to access is required before beginning the remote assistance session.
  • This setting will not be bypassed unless approved and documented on a ticket by a member of the CIT Management Team.
• If the device is assigned to a lab, classroom, or shared use by multiple individuals:
  • CIT may access the device via a remote assistance session to resolve issues or maintain operational integrity/security. 
• The beginning of a remote assistance session will be clearly indicated by a visual indicator on the device's screen. On Windows, this may present as a system tray icon in the lower right or an OS notification. On macOS, this may present as a Menu Bar icon along the top right or an OS notification.
• Logs documenting the remote assistance session will be maintained for 30 days, at which point they will be removed automatically by PDQ.

Software Updates: 

• CIT will inform individuals before any software updates are deployed. 
• Individuals will have the ability to accept the update immediately or delay it until they are able to launch it. 

Accessing PDQ:

• CIT staff will use double MFA (email and physical passkey kept at CIT) to log in to PDQ. 
• The physical passkey will never leave Durfee Hall. As a result, all use of PDQ will be by CIT personnel physically located on campus.