IT Professionals: Using Remote Control in Microsoft Endpoint Configuration Manager Console for Windows Workstations

Microsoft Endpoint Configuration Manager (ConfigMgr) is a systems management software product developed by Microsoft for managing large groups of computers running the Microsoft Windows operating system.

Remote Control is a feature of ConfigMgr, which allows an IT professional to connect and interact with a customer user session on a Windows workstation.

IT professionals can use Remote Control in the Microsoft Endpoint Configuration Management Console to provide remote assistance to a customer computer running Microsoft Windows.

Prerequisites

IT Professionals must have the ConfigMgr Console installed.
- For more information about installing the ConfigMgr Console, see IT Professionals: Installing the Microsoft Endpoint Configuration Manager Console on Windows Workstations.
The target computer must have the ConfigMgr Client installed.
IT Professionals must have local administrative rights to the target workstation or be a member of the Active Directory group ConfigMgr_Managed_Workstations_All_Systems_Remote_Tools.
IT Professionals must have the Level 1 access role in ConfigMgr Console and be scoped for the target computer

Using Remote Control

Open the Microsoft Endpoint Configuration Management (ConfigMgr) Console as your NetIDAdmin account.
1. Hold down the SHIFT key.
2. Right-click.
3. Select Run as Different User.
4. When prompted to do so, enter your NetIDAdmin credentials.
In the ConfigMgr Console, ensure you are on the Assets and Compliance node in the left-hand pane.
Select Devices toward the top of the left-hand pane.
In the Search field, enter the computer name of the workstation you intend to remote control. Click Search.
Right-click the workstation to use the remote control.
1. Click on Start.
2. Select Remote Control.
  1. The following dialog box will display the connection process. The process will pause, waiting for the remote customer of the computer to accept the remote assistance connection.
Below is an example of the prompt that will display on the customer's computer screen once you request to perform Remote Control on it. The customer should click Approve for the connection to continue.

Remote Control Session Customer Experience

The image below portrays how a Remote Control session would appear to a customer. The green connection bar at the top of the screen shows the account name of the IT Professional that is connected.

Remote Control Session IT Professional Experience

The image below portrays how a Remote Control session would appear to an IT Professional. The File bar menu allows a technician to fullscreen the session or pass commands like CTRL + ALT + DEL to the remote system.

Disconnecting the Remote Control Session

Either the customer or the IT Professional can disconnect the remote control session at any time.

The user can disconnect the session by clicking the X in the green connection bar.
The technician can disconnect the session by clicking X on the Remote Control window.