IT Support Software

Comprehensive IT support software empowers technicians managing countless devices, applications, and systems to provide technical support and maintenance from anywhere, at any time. This game-changing remote technology improves efficiency by allowing IT techs to assist their teams at a moment’s notice—a critical capability for any IT department working with employees based in offices across the globe. 

IT support software can be on-premises or cloud-based (delivered as a SaaS solution). Both types of support software for technicians should include file sharing, troubleshooting, system maintenance, and account directory management via multi-platform remote access to Windows, Linux, and Mac OS X computers and servers from a single admin console. IT technicians can even access these platforms on-the-go via remote access from their iOS and Android devices.

With this ability to gain instant remote access, techs are empowered to perform routine updates to help prevent unwelcome glitches as well as quickly diagnose and solve problems that do occur.

IT support software can work in two ways: from a direct, client-to-server setup, or over a centralized server to manage and monitor a larger group of computers. IT support software is typically compatible with most systems and environments and can even be accessed from almost anywhere with an internet connection thanks to cloud-based remote support options, such as Dameware Remote Everywhere.

Dameware was built to generate greater efficiency and ease-of-use for support technicians seeking robust troubleshooting tools. No matter where an IT issue occurs, a tech can initiate a secure remote connection with computers inside the Local Area Network (LAN)—even if the system is sleeping or powered off—to start and stop services and processes, copy or delete files, review and clear event logs, and more using Dameware IT support software. This is possible through the platform’s support of Intel vPro with AMT, Wake-on-LAN, and Kernel-based Virtual Machine (KVM) features that enable access to out-of-band computers.

To gain mobile remote access to Windows computers and servers from iOS and Android devices, IT technicians must install Dameware IT support software in centralized deployment mode to facilitate on-the-fly mobile administration and end-user support. This deployment mode also enables technicians to remotely connect to computers outside of the corporate firewall with the help of an Internet Proxy server. That means you can initiate safe, over-the-internet remote sessions to Windows computers located anywhere without requiring a VPN connection.

But that’s not all, once installed in the centralized deployment mode, techs can centrally manage Dameware permissions and users (other IT technicians), control and activate all Dameware licenses from a single location, and have the ability to share global host lists with all Dameware users.

IT technicians need powerful tools to diagnose issues quickly and ensure end users get the service they expect. This is where the benefits of IT support software come into play. With robust remote IT support software, technicians can troubleshoot issues and perform system maintenance via a secure solution from any location, at any time of day. 

IT support software may also include remote administration tools to help simplify the work going into performing Windows administrative and support by rolling up these remote tasks into a single management console. Whether it’s a remote server on your network or end users in remote locations in need of assistance, the built-in system tools in IT support software can allow IT technicians to remotely start and stop Windows services and processes as well as use a remote command-line console to run custom commands or scripts on the remote computer.

Additional administrative IT support software benefits include the ability to add network shares, move files, reformat disk drives, as well as view and clear events in the Windows event log.

When used for Active Directory, IT technicians can use IT support software to unlock user accounts, reset passwords, add users to distribution or security groups, edit group policies, run Exchange tasks, manage organizational units, and update Active Directory extended attributes, including photos and employee IDs.

Dameware IT support software is built to provide the troubleshooting tools and data you need to keep devices and servers running smoothly at your fingertips with clear, visual dashboards to help optimize business efficiency.

IT support software accesses large volumes of company data—much of which is often highly sensitive information—meaning these platforms must be designed with security top-of-mind.

Dameware is one of the first remote IT support software solutions to offer Smart Card authentication and interactive Smart Card login. Smart Card authentication is the ability to access resources on a remote machine by logging into your local machine using a Smart Card and a PIN, and then passing this information on to the remote machine. Highly secure environments like the U.S. Federal Government mandate the use of Smart Card authentication as the primary method of accessing their information systems. Dameware is also compliant with Federal Information Processing Standards (FIPS) 140-2. These ironclad remote security measures are designed to help keep sensitive data safe at every point in the remote support process.

With Dameware, IT technicians can remotely support end users as easily as if they were standing in the same room. Dameware allows techs to quickly and efficiently perform proactive system maintenance and troubleshoot issues that arise. With this level of IT system support, end users don’t have to get caught up in lengthy holding patterns, wondering when their ticket is up and how long it will take to be resolved.

Instead, Dameware is built to enable one-click support requests, provide expected wait times, and other important support queue information so end users are never left in the dark. The IT support software also offers several communication channels, including pre-session and in-session live chat as well as VoIP calling.

This allow IT technicians to quickly intake end-user information, like when the problem first began and what steps they’ve already taken to address it. Access to this type of fast, fluid communication is critical to making sure end users and IT technicians resolve issues swiftly—the first time around. 

Dameware provides several other in-session IT support features as well, including color and quality adjustment for high- to low-bandwidth users, full-screen and fit-screen views, automatic keyboard translation mapping, remote printing, and remote desktop screen sharing. IT technicians can also choose to view all session data in real time through session recordings or leverage historical session reports to dig into existing data. To further facilitate the troubleshooting process, Dameware IT support software solutions empower techs to remotely reboot systems, start/stop services and processes, and copy/delete files. The remote support tools can also be leveraged to view and clear event logs, an especially crucial capability since this is where the root of many troubleshooting answers lie.

Dameware provides a robust platform of remote IT support features to help technicians manage devices and systems dispersed across offices, including a variety of computer connection options. Sysadmins can configure the Dameware Client Agent to permit unattended connections, allowing them to fix problems while the end user is away from a computer, or, if a remote system is sleeping or powered off, Dameware can leverage Intel vPro AMT technology to wake/reboot the device as needed.

Dameware also gives you granular control over who has access to remote computers. You can configure the software so the end user must grant the system administrator access before allowing a remote connection. Or you can use Active Directory group policies to control exactly who is allowed to remotely connect to a computer. This helps you keep tabs on all permission settings. You can also use Dameware to better manage Active Directory as a whole, easily adding users to Active Directory, and granting them access to the resources they need to do their job. This includes creating their home folders, setting up a Microsoft Exchange Mailbox, and even adding their picture. You can also delete users and reset passwords.