Bomgar: Support anywhere in the world
Computing and Information Systems (CIS) recognizes the Argonne community is mobile and laboratory computer users may need technical support anywhere in the world.
To meet this need, CIS will soon launch a new remote service tool called Bomgar. This flexible tool will allow the CIS Service Desk technicians to remotely connect to any laboratory user’s computer regardless of the user’s location and operating system. With the user’s permission CIS technicians can help service a user’s desktop computer, laptop, tablet and even a smartphone.
The entire session traffic and data are protected by Secure Socket Layer (SSL) encryption. Bomgar holds a Federal Information Processing Standard 140-2 Level 2 Certification that meets government standards for security sensitive enterprises. The Bomgar solution has been critically reviewed by Argonne’s Cyber Security Program Office and has successfully passed software validation.
How the Argonne Bomgar tool works
If a user is having a computer issue and calls the Argonne Service Desk at (630) 252-9999, option 2, or puts in a Service Desk incident ticket through Service Now, the Service Desk support technician has the option to initiate a remote session with the user’s device through our remote control tool – Bomgar.
While on the phone with the support technician, the user will be given a 7-Character session key to enter in at the secure website https://remotesupport.anl.gov, or the user can choose to receive an email from the Argonne Service Desk providing a secure web link to connect to Bomgar for that session only.
For more details on how Bomgar works, read this informational article »
The Bomgar tool allows multi-platform service across devices while ensuring the support environment is consistent, the service is authorized by the user and highly secure. As long as the user has an Argonne email address and an internet connection, Service Desk technicians can use Bomgar to help.
Bomgar is an industry recognized standard providing secure, real-time solutions to more than 10,000 corporations world-wide. Clients such as Computer Sciences Corporation, eBay, Williams-Sonoma as well as Fermilab and Oak Ridge National Laboratory trust Bomgar for remote connection solutions that deliver end user satisfaction. Bomgar is one more tool that allows CIS to provide the laboratory world-class service that exceeds user expectations.
About the Author
Jim Dust (CIS) is the Manager of the Service Management function in the Computing & Information Systems division. He is responsible for IT Service Management, help desk and desktop support services Jim has been with Argonne since 2004 and has more than 16 years of experience in various technical management positions ranging from IT to engineering and product development. Jim holds a Master’s Degree in Management and a Bachelor’s Degree in Mathematics and Computer Science from Purdue University.