In light of these variables, historically, it has not been uncommon for credit union IT departments to shy away from remote support. However, technology has evolved to ensure remote access is securely implemented, enabling credit unions to operate more efficiently, do more with less, and meet the increasing customer demand for seamless delivery.

There's no doubt that enabling IT to remotely access computers and other corporate systems leads to faster and more efficient issue resolution. Reps can be centrally located and the need for onsite branch visits is removed so they can begin addressing issues right away without the added cost and system downtime of having to travel to the affected site. If the frontline technician is unable to find a resolution, he or she can up level the ticket to a more experienced colleague who again, doesn't have to physically go to the machine.

The key to securing remote access is the ability to control the parameters of that access. By limiting what each individual IT rep has access to, credit unions can eliminate a number of the vulnerabilities associated with legacy remote access tools such as VNC or RDP. This process starts with multi-factor authentication and unique log-in credentials which enable organizations to ensure the person logging into the system is who they say they are.

It's not enough just to require multi-factor authentication, companies should also set permissions so that reps don't have all or nothing access. Organizations need to take a tiered approach to remote access that will enable them to control which specific systems an individual rep is allowed to access. Thus, full access might only be granted to select high level IT managers and limited access would be granted to others that only need to address select systems.

In addition, the amount of visibility credit unions have into what is happening remotely plays a vital role in the security ecosystem. Once an organization has locked down who has access to what, they still need the ability to see and record what those individuals are doing when they access systems and devices. A key component of this is ensuring that remote access tools are equipped with session recording and audit capabilities. This enables organizations to look for potentially malicious activity while also providing a means to quickly source and resolve issues that might arise.

Modern remote access solutions also enable credit unions to reap the efficiency gains engendered by mobility among IT departments and end users alike. When reps can tackle service requests via mobile devices it enables them to fix issues wherever they may be. Organizations can add an additional layer of security by setting parameters around how reps can remotely access devices and systems from the mobile platform.

For example, enabling access only when the device is connected to the corporate WiFi or a select group of networks. Employees can utilize the benefits of mobility knowing that issues that arise on the go can quickly be addressed whether it's a sales exec presenting from his tablet or the CEO encountering email connectivity issues while traveling. If the remote access is handled via a device behind the credit union's firewall, the information stays secure while meeting the industry's various security and compliance regulations.

Securing third party access is another benefit of modern remote support solutions. Service providers, contractors and other external groups often need access to credit unions' corporate systems to conduct essential business and IT operations. Without the proper controls, this access can be difficult to monitor and could unintentionally open the door to hackers as was the case with the massive Target data breach late last year.

However, with the proper means of remote access, third-party vendors can be managed with the same security measures implemented for internal IT reps. For example, limiting their access to only certain systems, and also setting time parameters around when the access can be utilized. Credit unions can also draw on their remote access solution's recording and auditing capabilities to have a record of what third parties are doing when they access the corporate network and systems.

It's true that many credit unions may never have the IT budget or resources of their larger competitors. However, by implementing a modern remote access solution with the security functionalities outlined above, even the smallest organization can reap efficiency and productivity benefits while ensuring that security is a priority.

Boatner Blankenstein is senior director of solutions engineering at Bomgar. He can be reached at [email protected] or 601-607-8219.