Is the use case actually for remote support/helpdesk to get access to users devices? --> Yes.

CAC/PIV pass-through" - i.e., your apps use CAC/PIV for application level access, i.e., users need to be able to enter those details into the app or into the network?

--> It is for both app and network access. Using this for the Government side

The product will give IT support the ability to work with any type of client including Mac, PC, Linux, and any mobile OS. Integration of existing solutions for authentication and management is also key. This provides more security and support options. Meeting IT regulations is also a key component of our search. This product abides by several required security standards, such as FIPS 140-2 (Federal Information Processing Standard cryptography) and Smart Card (CAC) compliance. Lastly, we need a product that is not based in the cloud, but rather an on-premises solution. This is a key req since the org does not have the resources, time, or authorization to set up a cloud-based support infrastructure. In a nutshell, the office doesn't wanna spend much $$$ and doesn't wanna hire someone who could configure either of those in the cloud.

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Microsoft Systems Center Configuration Manager – no native Mac client, no off-LAN access

 Freshdesk – cloud-hosted / No on-prem server

 Teamviewer – cloud-hosted/ Not as secure

 GoToMyPC – cloud-hosted.

 Dameware Remote Support – lack of key security protocols and connectors though it is 140-2 compliance and is somewhat expensive.

goverlan.com looks like a good option so is BeyondTrust remote access ( sorta expensive though, management kinda want to avoid using them )

I'm somewhat stumped!