The list of services is not intended to be all includes, and generally represents the types of requests that are supported by our Help Desk 


  • Support devices running current Microsoft or Apple OS's (based on product support lifecycle)
  • Open a ticket with 3rd party vendors of business line application(s) and ISP connectivity when
  • applicable, and if third party support details are provided. We will make the call for you and
  • then escalate the incident
  • Workstation/Laptop/Hand Held Hardware Support. (Corporate only or Home use if required
  • for Corporate access)
  • Mobile/Handheld devices (based on product support lifecycle)
  • Network connectivity Support
  • Wi-Fi Client setup (Internet Connectivity Only)
  • Core application support
  • Email Client
  • Office 365 and associated processes
  • Printer-related problems such as mapping, drivers and connectivity
  • Server based Password resets (Documentation, access, and approval process supplied by VAR)
  • Spyware or virus cleaning from PCs (Single PC’s only as reported by an end user)
  • Google Apps and Google Chrome


New user creation and password resets

  • The Helpdesk will only reset passwords for the user account of the user making the request
  • or an authorized management contact
  • Tasks associated with New User creation will require 24-48 hours for completion by our
  • Helpdesk team
  • Create User Account in Main database (Active Directory or other LDAP system)
  • Create corresponding email account with existing product or through a cloud based offering
  • (Hosted Exchange)
  • Create and configure SPAM filtering for the account if applicable.
  • Requests past these steps will be escalated and possibly billed and an additional fee


Mobile Device Support

  • Application Support (Best Effort)
  • Data Synchronization
  • Account Setup
  • Device Features and Settings
  • Active Sync/HotSync/Blackberry Enterprise Server
  • Software/App Installation
  • Hardware troubleshooting