Get an outsourced help desk that’s skilled, reliable and friendly.
Our managed IT services include a dedicated US-based help desk team, equipped with the latest tools and techniques to resolve technical issues promptly.
Not sure if you need outsourced IT services? Get started by reserving a complimentary Business Improvement Review with one of our veteran engineers.
Two levels of help desk support
Customer satisfaction: 9.5/10
First response time: 15 minutes
Average ticket resolution time: 34 minutes
Tickets completed within SLA: 96%
Location: USA
We receive support requests via email, online form, PC agent, or phone and acknowledge most requests within 12 minutes. Our technicians take a personal approach to problem solving, using documentation on your unique setup, professional experience, and information you provide. If a Level 1 technician cannot resolve your issue, it is escalated to Level 2.
We offer a 24/7 hotline that your employees can call at any time.
We meet Department of Defense standards by staffing our help desk with U.S. citizens who are also physically based in the U.S.
Level 2 support handles complex issues that can’t be quickly resolved by our Level 1 team. These technicians have worked the phones and have the knowledge and skills needed to dig into problems, find root causes, and develop reliable solutions.
They also provide behind-the-scenes support to our co-managed IT clients. When your internal IT team needs backup to resolve an issue, you can turn to us for the support of a full-fledged IT department. We’ll help make sure your network, servers, and workstations continue operating smoothly so you can get to work.
We know tech people have a reputation for being robotic and a bit anti-social. When we hire help desk technicians, we look for soft skills, problem solvers, and collaborators.
Our team is made up of people-oriented individuals with excellent communication skills, critical thinking ability, and a desire to learn. We will actively listen to you, gather all the relevant details, and keep you informed via email or support tickets. We work together to make sure you get the best experience we can offer.
Automatic rules make sure that our Service Manager and Dispatcher see open issues every three to five days so that “stuck” tickets are escalated or re-prioritized. Every task is accounted for and nothing falls through the cracks.
But it’s not just our team that can see those tickets. You can log in to our online portal and see every ticket your company has open with us. You can request an update on the status of a ticket through the online portal or by responding to the email sent by our ticketing system.
“Many times on surveys, clients let us know that our technicians are relatable, patient, and willing to take the time to help the client get to the resolution with the understanding of what was done, not just that it was done.”
Some IT issues bring everything to a grinding halt, while others are not as urgent. Our Service Level Agreement sets clear expectations on what we will do and how quickly, creating accountability for both parties. You can be sure that every support request will receive timely resolution.
When you submit a support request, we make sure it has all the information we need to provide the best service possible. It is assigned a priority based on its impact and urgency. Each priority level has a service goal attached. Learn more about our response times.
| High Urgency | Medium Urgency | Low Urgency | |
|---|---|---|---|
| High Impact | Priority 1 | Priority 2 | Priority 2 |
| Medium Impact | Priority 2 | Priority 3 | Priority 3 |
| Low Impact | Priority 3 | Priority 3 | Priority 4 |
| Triage Time | Scheduled Within | Target Resolution Time | |
|---|---|---|---|
| Priority 1 – Critical | 12 minutes | 30 minutes | 4 hours |
| Priority 2 – High | 12 minutes | 1 hour | 8 hours |
| Priority 3 – Medium | 12 minutes | 2 hours | 3 days |
| Priority 4 – Low | 12 minutes | 4 hours | 1 month |
We can set up a new user in minutes and a computer in a few hours. We onboard new employees quickly by outlining user roles in advance and by using an online portal that walks you through the necessary steps with a few clicks of a mouse. Our fast and discreet offboarding process keeps your systems secure when an employee leaves.
Help desk is just part of what you get with our managed IT service plans. Our straightforward pricing structure — monthly, inclusive pricing with no long-term contract — makes sure you get comprehensive support with no hidden surprises. Use our pricing calculator to get an instant idea of your monthly cost — no personal information required.
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