Session Key

Welcome! You've reached the Office of Information Services (OIS) remote support portal for the Oregon Department of Human Services (ODHS) and Oregon Health Authority (OHA).

To help answer your questions, we've compiled a list of Frequently Asked Questions (FAQ) about this tool.

The FAQs

1. What's the difference between OIS Chat and Zoom/Teams?
OIS Chat is intended for use by the Office of Information Services for technical support. Zoom and other web conferencing tools, such as Teams, are designed for a much broader audience with feature sets largely geared for that purpose. The feature set differences, and security concerns associated with a cloud service prevent Zoom and friends from being our tools of choice for IT support needs.

2. Can the remote tool be used off network?
Yes, the end-user can use the system in any location. Any network connection will work (that is, there is no need for additional security measures, such as VPN/CITRIX).

3. Who is allowed to use the remote support tool to access other computers?
Access to the OIS remote support tool is limited to people in designated IT support roles, and cannot access another computer, without an explicit invitation being sent by the user using the machine.

4. How do I request assistance through the remote support tools?
We have simplified the virtual support process by launching the OIS Remote Support Tool that is now accessible through the ODHS-OHA Shortcuts folder on your desktop. Once launched, it will allow you numerous options from which to initiate a support session with OIS technical support staff. You may also continue to phone or email the service desk as you have always done.

5. What if I move my mouse or type on my keyboard?
By default, if you use your mouse or keyboard, it overrides the OIS support technician's actions. We recommend that you try and not take any actions during a remote support session unless specifically requested to do so by the technician assisting you. For example, a technician may open an application that requires you to enter a password. You would then use your keyboard to enter the password (never share your password or any machine credentials with a support technician) and only provide them if doing so is relevant to your support request.

6. Are my sessions being recorded?
It is important to know that all chat sessions may be recorded to ensure quality assurance. This could include information pertaining to the chat conversation, actions taken by the OIS technical support staff, and administrative credentials that were used while helping to support you. This will NOT show what applications were opened or the contents of any file, email message, etc. The privacy and safety of your personal information is our primary concern.

7. Can I stop a session?
Yes! This is a cooperative interaction that requires your continued agreement. You can end the session at any time by clicking STOP SHARING, which appears on your screen during the entire session.

8. Can technical support access everything on my computer?
No. First, access to anything that requires a password or authentication will not be accessible unless you type in the password (never share your password or any machine credentials with a support technician). Second, you and the technician will see the same thing, so if a file is opened that you're not comfortable sharing with them, you can tell them so or end the session yourself (see FAQ #7).

There are a few instances where the technician can request information from your computer (for example, system information about your operating system, amount of memory installed, etc.), but they won't have access to that information until you click ALLOW (you will be prompted in the chat session window) to grant that specific request.

Because the technician will be able to see any open documents on your screen we strongly recommend that before accepting the session, you close all documents and applications that contain sensitive or confidential information, or that are not relevant to the issue being resolved.

9. What is installed on my computer?
When you request a remote support session with a technician, once the session begins, a small application is downloaded to your computer. When the session ends this application is automatically removed.

10. When the session is concluded is anything left on my computer?
Simply, no.

You may also call the OIS Service Desk directly at 503-945-5623 for further assistance.