1.  Invite the user to a Zoom conference you are hosting.  Video can be turned off

2.  Ask User to Share screen (Desktop 1).  At this point, you can see everything they're doing on the computer so you can walk them through something.  If you need to control their Mac, go onto the next two steps.

3.  Ask User to click on the Remote Control icon in the Zoom toolbar and ...

4.  Give mouse/keyboard control to you

Vic