Beginning with macOS 10.15 (Catalina), Screen Recording permissions need to be granted to BeyondTrust Remote Support before a USF IT Remote Support representative will be able to assist.
Enabling Screen Recording
Click the Apple menu.
Select System preferences.
Select Security & Privacy.
Scroll down to Screen Recording and check the box next to Remote Support Customer Client.app.
Choose Quit Now when prompted to quit the Remote Support Customer Client. The application should restart, and your Remote Support representative will now be able to view your screen and control your mouse.