An IT help desk your staff can actually reach
Local technicians, a published response time, and a clear route to a senior technician.
Call, and a person picks up. On a managed agreement, your ticket is acknowledged within 15 minutes and a technician is working on it within the hour. The people on the other end already know your setup.
From the phone ringing to the problem fixed
This is the same every time, so your staff know what to expect.
A person answers
During business hours, a person picks up. No phone tree and no call center. The call becomes a ticket while you are still talking.
Acknowledged in 15 minutes
On a managed agreement, every ticket is acknowledged within 15 minutes, whether it came by phone, email or the portal.
A technician within the hour
A technician is working on it within the hour. Problems that stop people working go to the front of the queue.
Fixed, or moved up
If a ticket is not fixed after two attempts, it moves to a senior technician automatically. Nobody has to ask.
Nobody gets stuck on the same ticket
Plenty of help desks leave a ticket with whoever picked it up, however long it takes. Ours does not. After two attempts at the first or second level, a ticket goes to a senior technician automatically, with no need for anyone to ask or argue for it.
When something big breaks, we fix it first, then work out why it happened and tell you what we are changing so it does not happen again.
What goes to the front of the queue
- A system or program that stops people working
- Email, internet or server outages
- Security alerts
- Anything affecting the whole office rather than one person
Routine requests, like a new starter or a printer to add, are scheduled so they never sit in front of an outage.
If it stops somebody working, call us
The help desk covers everything your staff use day to day. Where something needs a specialist, we bring one in rather than experimenting on your time.
Accounts and passwords
Locked accounts, multifactor sign-in on a new phone, new starters and leavers.
Email and Microsoft 365
Outlook, shared mailboxes, Teams, OneDrive and SharePoint, and Google Workspace too.
Computers, Windows and Mac
Slow machines, crashes, updates, and new laptops set up and ready to use.
Printers and scanners
Printing to the wrong tray, scanning to nowhere, and the shared printer that disappeared overnight.
Network and internet
Wi-Fi that will not connect, remote access from home, and the internet provider when it is theirs.
Your business software
Practice management, accounting and industry software. We call the vendor so you do not have to translate.
All in house, including after hours
Every call is answered by our own team in Jacksonville, not an overseas call center or an outsourced night shift. After hours runs as a rotation of our own technicians, with a second person behind whoever is on call.
We are a small team, and deliberately so. Whoever picks up has almost certainly worked on your systems before, so your staff are not explaining the same problem three times.
Four ways to reach us
- Phone: 904-204-6870, answered by a person
- Email: lands in the ticket system, timed from when it arrives
- The portal: every open ticket in one place
- The agent on your computer: click it and the ticket arrives with the machine details attached
Business hours are 8am to 5pm Eastern, Monday to Friday.
Managed clients come first, and we say so
We are open about how the queue works, so you know what you are buying.
See the numbers for each on our pricing page, or read how IT support works, managed or by the hour.
No long contract, no phone tree, no guessing at the price
Questions about the help desk
Incredible service, locally owned and detail oriented, very knowledgeable! These guys are really wonderful and help my small business so much! We left a much larger and impersonal corporate company to come to Jeremiah and his team, and we are so happy we did. Cannot recommend them enough, always happy to help, very responsive and quick.
Is the help desk really unlimited?
On a managed agreement, yes. Remote help desk is included in the monthly price per user, so calling more often never costs more. Onsite visits carry no hourly labor charge, only a flat trip charge.
Who answers the phone?
Our own team in Jacksonville. Everyone who might pick up is on our team page. We do not use a call center or an outsourced help desk.
What does “within the hour” mean?
It is the time until a technician is working on your problem, measured from when the ticket lands, during business hours, on a managed agreement. It is not a promise that every problem is fixed in an hour, because some are a password reset and some are a failed switch.
What about after hours?
Business hours are 8am to 5pm Eastern, Monday to Friday. Managed clients have an after hours route for things that cannot wait, covered by our own technicians on a rotation. Hourly clients can call after hours too, billed at the emergency rate of $250 an hour.
Can anyone on our staff contact you?
Yes. Anyone can call, email, use the portal or click the agent on their computer. You can see every open ticket in the portal, including the ones your staff raised without mentioning it to you.
Do you support Macs?
Yes, alongside Windows. Most offices we look after run both.
Tired of IT problems slowing your business down?
Talk to Jeremiah.
No sales pitch. Thirty minutes to understand your situation and work out whether we are the right fit. If we are not, I will tell you that too.
Common questions
Straight answers from our knowledge base.
- What happens when your help desk cannot fix it?
- What happens if my main technician quits or is on vacation?
- Do I get a dedicated technician, or whoever answers?
- Is your support team in house, or do you use outside partners?
- How fast can you get a new employee set up, and is there a charge?
- How do you prevent repeat problems?