IT Support

What is IT Support?

IT Support is defined as a group of services where a professional company provides assistance to users of technical products and services like business users of computer networks. IT support companies provide support to all types of businesses for a fee. Contemporary IT support is delivered via email, phone calls or through remote monitoring and management software (RMM tools). Small to mid-sized organizations and non-profits use managed IT services companies to takeover complete management of the computer network for a fixed monthly fee. For small to mid-sized businesses it makes more sense to outsource their IT support for financial reasons.

The Scope of IT Support

IT support can be delivered via different solutions depending on the issue at hand. Questions can be answered over the phone, using online chat, email, and more frequently by using remote our ticketing software (RMM). These tools allow us to provide a very fast response by remoting into the device that needs service using an encrypted internet connection. We can remote onto the device and make the fix very quickly using these tools. For more involved problems with hardware there may be a need to come on site at the client location to fix the problem. Included in our support programs we provide multiple client office visits per month to ensure the users are aware of our presence and as another way to have a strong relationship with the client and their internal IT issues.

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Remote PC Problem Resolution

Most contemporary IT support companies use some type of remote monitoring and management (RMM) tools. This type of encrypted software allows the IT provider to remote on to a user’s desktop, or laptop or server to provide assistance. With permission from the user, the IT support person can remote onto the user’s computer and take control of the mouse and keyboard to do their work. With a tool like this the user gets a very fast response from TARC to do things like install software, remove viruses and malware and install Windows patches and updates. We can even turn on and off our client’s computer to apply patches and fixes on the fly. It’s all about getting everyone back to work quickly. In the event there is a hardware issue or if a disc must be put in a drive there may be a need for us to go onsite at the client location to make the repair. Most remote tools allow for fixes of software or device settings but more involved hardware issues will require a visit to the client location to make the fix. TARC makes multiple regularly scheduled visits to each client monthly to handle these tasks.

Types of IT Support

Managed IT Services

Managed IT Service programs are designed to deliver a certain level of IT service for fixed monthly fee. These services generally include network and server monitoring as well as ongoing monthly maintenance of the network infrastructure. This includes routers, hubs, switches and backups. Ours is a very proactive approach to managing the network infrastructure. It covers the entire network from desktops, laptops, servers, and network infrastructure.

Our managed IT service packages offer multiple client visits per month. We strive to do as much as we can remotely because of the speed to fast resolution. However, hardware issues need to be taken care of onsite at the client location. We will dispatch a tech onsite in this event.

TARC managed IT services also include anti-virus, anti-spam, and remote offsite backup if the client needs these additional services. We offer our clients a fully staffed local Austin help desk to manage day to day help desk services for our clients. We also assign a help desk manager to each account to come on site monthly to diagnose and fix issues that cannot be handled remotely. In addition, we assign every client a dedicated network administrator to manage your servers and all of your network infrastructure like backups and firewalls. This is the most contemporary method of IT delivery today. Time and Materials With this type of support arrangement, the client only pays for IT support as they need it. It is a way for the client to pay by occurrence for the IT support that they need. However, it does not allow for any proactive activities to take place. A proactive approach allows for problems to be detected before they occur – leading to much less downtime, and less cost. TARC does not provide services in this manner.

Why Outsource your IT Support?

The main reason companies outsource their IT support is for cost savings and to get a faster response their IT needs. Whether the issue is on the desktop or on the server side, our clients require a quick fix to their IT issues. Most of our clients prefer the problem not to occur in the first place. TARC deploys some of the most advanced tools that allow us to detect issues on the network and desktop before they become a problem. We have best in class tools to identify where your IT environment is in alignment and when it is in or out of alignment with industry standard best practices. We then make those configurations changes to stop problems before they occur. We call this our “Super Power” and no other IT company in Austin is deploying these tools and processes.

If you hire an IT person for your small to mid-sized business, you get one person with one skill set. They are either a desktop resolution person or they are a server administrator but rarely do they possess both skill sets.

By outsourcing to a qualified vendor you get multiple skill sets deployed to support your network. You have the same IT needs as a big company but don’t need full time employees to tackle these individual tasks. By outsourcing your IT support you get a piece of each skill set but don’t have to pay for them full time. We like to say; By deploying TARC Technologies to manage your network, you get a “full time network administrator for a part time cost”. ™

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