Support Process

Step 1: Your Team Assignment

When becoming an ITECH Solutions client we assign a team of people to your account to ensure requests are handled efficiently and effectively. Below is a list of the people assigned to your account.

Helpdesk Technician (Tier 1)

Our helpdesk team remains in the office and is responsible for making sure the phones are answered and tickets are addressed. They will be your first point of contact for any new service requests, and escalate the request if they are unable to help.

Network Administrator (Tier II)

Our network administrators work both onsite and remotely. They are trained to work with networks and will be the primary person you see for onsite requests or tickets that need escalation past our tier I helpdesk team.

Server Administrator (Tier III)

Our server administrators work primarily on servers and server migrations or installs. This will be the primary person you work with for any server issues/upgrades, or tickets that need escalation past our tier II network administrators.

Project Manager (Tier IV)

Our project managers handle any projects such as performing network audits, replacing servers and workstations, or upgrading your network. This will be the person you work with for planning of any projects or requesting any hardware or software quotes.

Account Manager

This person manages your support team and will help make sure we are giving your account the attention it deserves.

Office Manager

Responsible for Accounts Receivable and will be the point of contact for any billing questions.

Step 2: Onboarding

ITECH Solutions has streamlined the onboarding process of moving to our IT services, making it as hassle and stress free as possible. Upon becoming a client, we will work to make sure we gather all the necessary information required to be able to manage your account. We can work directly with the former IT company (or person) so there won’t be any worry about potential downtime or problems due to miscommunications that can be caused during hand offs. ITECH Solutions is able to install our endpoint management and security software without causing any downtime for your business.

Ongoing: Day to Day Support

ITECH Solutions uses a state of the art ticketing system to manage all support requests. There are two methods for how we receive support requests.

  1. The first method is via alerts we receive from monitoring computers and network equipment. Alerts will automatically create a ticket in our system and allow us to pro‐actively address the problem without having to involve the client, unless client intervention is needed.
  2. The second method is directly from the client via phone or our ticket system. During the ticket creation the client has the ability to assign a priority based on how important the request is. After the ticket is created our Tier I Helpdesk team will assess the issue, assign a category and based on the priority and skill level required they will either handle themselves, or escalate to our Tier II or Tier III team. The ticket can be updated by replying to the ticket email, logging into the portal, or calling our helpdesk direct. All communication is documented and the ticket is not closed until the client has confirmed the issue is solved.

Ongoing: Projects & Consulting

The project manager will perform a technical assessment of your IT infrastructure and recommend upgrades and improvements to ensure you are running at peak performance. Some of these items may be able to be accomplished under the Infinity day to day support plan, while others (such as a server replacement) will require a separate project estimate. All projects are estimated with a flat rate labor cost to prevent any unexpected costs after the project approval.


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