Part of managed IT
The help desk is part of managed IT and is not offered on its own, unless it is part of co-managed IT services. That is deliberate. When the people answering your call also manage the systems behind it, they fix root causes instead of symptoms, and they already know your setup before you explain it.
How to reach us
Staff call the support line or open a ticket through the channels we set up with you at onboarding, during office hours, Monday to Friday, 8:00 AM to 5:00 PM in your local time zone. Every request is logged, so nothing gets lost in someone’s inbox and you can see the history of any issue.
Urgent issues
For urgent problems during office hours, such as an office that cannot get online or a suspected hacked mailbox, call us. A support engineer picks it up, starts remote troubleshooting and keeps you updated until it is resolved. Less urgent requests are worked in priority order.
Remote first
We resolve issues remotely first because it is faster and less disruptive than waiting for a visit. Most problems, from printer queues to Outlook profiles, are fixed while the person keeps working. When something needs hands on hardware, we send someone or coordinate a local partner.
Your software, supported
Our engineers support the applications your business runs on, from accounting packages such as QuickBooks and Sage to industry systems such as Dentrix, Clio, Procore and Revit. When a problem sits inside a vendor’s product, we work the case with the vendor so your staff do not have to.
What the help desk handles
If it stops someone working, it belongs with the help desk. Typical requests include:
- Password resets, account lockouts and multi-factor authentication problems.
- Outlook, Teams, OneDrive and SharePoint issues.
- Printers, scanners and shared drives that stop responding.
- Slow or crashing computers and application errors.
- Setting up a new hire’s laptop, accounts and access, and closing accounts when someone leaves.
- Wi-Fi, VPN and home office connection trouble.
- Questions about how to do something, which are often the most valuable tickets of all.
What happens after you reach us
Every request is logged as a ticket with a clear description, a priority and an owner. An engineer connects remotely with your permission, works the problem and keeps you updated until it is fixed. If it needs a vendor, such as your internet provider or a software company, we open the case with them and stay on it so your staff do not have to. When a visit is truly needed, we arrange it and keep working remotely in the meantime. Once the issue is fixed, the ticket records what was done, which builds a history that helps us solve the next one faster.
New hires and departures
Onboarding and offboarding are where small offices most often slip. Tell us a start date and role, and we prepare the laptop, accounts, licenses, group memberships and shared folders before day one. When someone leaves, we disable access on their last day, preserve their mailbox and files and recover company devices, closing a common security gap.
Patterns, not just tickets
Because every request is logged, we can spot trends that point to a bigger fix: a printer that fails every week, a laptop model that keeps overheating or a training gap behind repeated questions. Those patterns come up in your regular business reviews, so the help desk improves things over time instead of solving the same problem twice.
How your staff can help us help them
A few habits make every ticket faster. Note the exact error message or take a screenshot, say what you were trying to do and whether it worked before, and mention if other people are seeing the same thing. For anything urgent during office hours, call rather than email, so the right engineer can start on it straight away. And if something feels off, such as an unexpected MFA prompt, report it immediately. That kind of call is never a bother.
One team that knows your systems
Because the same team also manages your network, Microsoft 365, security and backups, the help desk sees the whole picture. A slow file share is checked against the server and the network, not just the laptop in front of the person reporting it.
Where we work
Our help desk supports staff in 20 major US cities and other US cities, in the office or working from home.