IT support that knows your office before you call

What day-to-day support looks like

An associate can't open a closing binder. A scanner stops sending to email the morning a big package is due. A new adviser starts Monday and needs a laptop, a phone and access to the right client folders. In each case your staff need a person who already knows the setup. Our help desk is that person. They reach us by phone, email or a support portal, and the technician who answers can see your devices, your Microsoft 365 tenant and the notes we keep on your office.

• Everyday requests: password resets, new hires and departures, software installs, printer and scanner problems, and meeting room screens and cameras. These are part of the monthly fee.
• Monitoring: agents on every computer and server report failing drives, missed updates, security alerts and low disk space at any hour, so many problems are fixed before anyone sees them.
• Patching: operating systems, browsers, PDF tools and line-of-business software are updated on a set schedule, with exceptions written down instead of forgotten.
• Network care: your firewall, switches and wireless access points are configured, updated and watched, and guest access is kept off the business network.
• Vendor coordination: custodian portals, document management systems, agency and practice software, copier companies and carriers. We open the ticket and follow it until it closes.
• Assets and licenses: a current list of what you own, when warranties end and what each subscription costs, so purchases are planned.
• Planning: a quarterly meeting with your managing partner, COO or office manager about what we handled and what to budget for next.

Support shaped around Buckhead work

The district's mix of firms means no two offices run the same software or keep the same hours. A few examples of how we adjust:

• Wealth managers and family offices: portfolio, CRM and custodian systems have to work during market hours, so changes happen early, late or on weekends. When an adviser joins or leaves, access to client data is added or removed the same day.
• Law firms: document management, time and billing and e-filing carry the practice. We schedule maintenance away from filing deadlines and trial weeks, and keep matter folders locked to the people who should see them.
• Insurance and real estate: agents and brokers spend the day outside the office. They need managed laptops and phones, e-signature that works on the road and quick help when a device won't sync.
• Medical offices: practices around Piedmont Atlanta Hospital and Pill Hill depend on scheduling, imaging and electronic records at the front desk. We work with those vendors and keep patient data protected.
• Shops and restaurants at Lenox and Phipps: payment terminals, inventory systems and back-office PCs are kept on their own network segment and updated outside trading hours.

Offices in multi-tenant towers

Many Buckhead firms lease space in buildings where the landlord owns the riser and the carriers hand off service several floors below. When the internet drops, the cause might be your firewall, the building's cabling or the carrier's equipment. We know how to tell the difference, and we deal with building engineers and carriers directly so your office manager doesn't have to referee. We also arrange after-hours access and freight elevator time with property management for planned work. For suite moves and expansions, we start early: a cabling plan, a carrier order with enough lead time and a cutover that has people working on the first morning in the new space.

Remote first, on site when it matters

Most requests are handled remotely, frequently before the caller hangs up. When a job calls for someone on site, like a dead switch, a new conference room or a floor added to your lease, an engineer drives down from our Alpharetta office. Planned visits are booked with your building ahead of time so the time on site goes to the work.

Partners who travel

Senior people in Buckhead firms often work from client offices, airports and home as much as from their desks. We manage their laptops, phones and tablets the same way we manage office PCs: encrypted, updated and able to be wiped if lost. When a partner needs help from a hotel the night before a closing, the help desk already knows their setup.

Changing providers without drama

Before anything changes, we gather admin credentials, licenses, domain records, firewall settings and vendor contacts. If you're leaving another provider, we deal with them directly. If an employee has been handling IT, we interview them and record what they've been carrying in their head. You get a clear start date, and your staff get one number to call.

Questions about it support