Supporting any users who are not savvy takes skill. And sometimes even more skill for the ones that are savvy. I support 99% windows servers and users with the exception of a handful of clients that have all Macs at their office.

OP mentioned screen connect in the title. If you have ever used that it is hard to switch away from. It's insanely useful.

Remote utilities is similar in the fact that it offers an instant connection to the remote host and is able to bypass most firewalls since it is initiated on the remote hosts end. But RU (Remote Utilities) is also a RMM so it allows you to gather info in the workstation as well. You can get CLI access, access the services, even see what programs are installed, etc.

FFS I sound like I work for the bastards but I don't. They make a decent product and It's just hard to support hundreds of users and machines daily with awesome tools just to go home and get a call from friend or family. If you don't have something similar installed you have to have them install the chosen remote software and walk them through connecting. The entire time praying they download the right thing from the right site. With this I just tell them to hold on and I jump right on their PC.

I should note I do have the self hosted server running here and its installed on all my family's workstations.

Idk just my 2 cents. I have tried moving people over to Linux. I had the grandparents on Ubuntu for 3 yrs. Same with mother. Just got tired of having to tell them no you can't install and run X brand game or office program , it doesn't run on Linux. Good support is taking personal favorites out of the equation and focus on what best suits the clients needs.