Services & Support

Help Desk

Our help desk technicians are committed to delivering a high-quality customer service experience

Level 1 Help Desk support will remediate user issues in the following areas:

  • Workstation Hardware Support
  • Operating Systems Support
  • Printing / Network Connectivity Support
  • Core Application Support
  • Email Client (Outlook /Outlook Express/GroupWise)
  • Microsoft Office Standard Suite

The Level 2 analyst will apply advanced troubleshooting including remote connection to a server to achieve resolution of the issue. Typical second-level escalation causes:

  • Software/application-related incidents
  • Printer-related problems such as mapping, drivers and connectivity
  • Incidents related to a network such as log in and response issues
  • Server based Password resets
  • User add, moves, or changes in Active Directory
  • Firewall Troubleshooting (with documentation)
  • Server Diagnostic, Server Troubleshooting (OS only)