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Texas State University's IT team deals with support issues ranging from Microsoft Word issues to viruses and spyware. Up until the end of 2005, helpdesk technicians had to walk end-users through troubleshooting processes over the phone due the size of the campus and dispersion of faculty, staff, and students. This was incredibly time-intensive, even when the required fix was simple. When problems could not be fixed over the phone, techs had to travel on-site, taking several hours out of the work day. In January of 2006, after conducting a thorough evaluation of various remote support solutions, Texas State purchased the Bomgar Box remote desktop support appliance.

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Format:PDF
Date:Aug 2008

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