FAST & RELIABLE IT SUPPORT

Help Desk (L1/L2)

Fast remote support for users, workstations, and applications — backed by clear service levels and measurable results.

• Secure remote assistance for email, apps, VPN, MFA, printers, and access
• Standardized onboarding & offboarding SOPs
• Self-service password resets and user guides
• Ticket triage, escalation, and root-cause documentation

Endpoint Fleet Management

We harden, patch, and monitor every device to ensure reliability, compliance, and performance across your entire fleet.

• RMM + EDR/XDR monitoring for Windows & macOS
• Patch Tuesday automation + zero-day emergency updates
• BitLocker / FileVault encryption, MDM & compliance profiles
• Asset tracking, lifecycle management, and warranty visibility

Directory & Access

We implement least-privilege controls across Microsoft 365, Azure AD (Entra ID), and on-prem AD for security and compliance.

• AD DS health, Entra ID Conditional Access & MFA enforcement
• DNS/DHCP baselines, identity governance, and auditing
• Privileged Identity Management (PIM) & break-glass accounts
• Zero Trust Access design & SSO configuration

Managed Infrastructure

• Server and virtualization management (Hyper-V, VMware)
• Network switches, firewalls, and Wi-Fi infrastructure (Unifi)
• Performance tuning and capacity planning

Cloud & Microsoft 365

• Tenant management, licensing, and Exchange Online administration
• SharePoint and Teams configuration for collaboration
• Azure VM and storage optimization for cost efficiency

Cybersecurity & Compliance

• EDR/XDR threat protection & SOC monitoring
• HIPAA, PCI, and CMMC compliance readiness
• Security awareness training and phishing tests

Backups & Disaster Recovery

• Synology and AWS off-site replication strategies
• Virtual machine snapshots & bare-metal recovery
• Business continuity planning and DR testing

Level 0 — Self-Service Portal

Knowledge base, ticket tracking, and password reset automation available 24/7.

Level 1 — Frontline Help Desk

Rapid response for desktop, email, VPN, and account issues with remote tools and clear SLAs.

Level 2 — Advanced Support

Escalation for servers, network devices, and Microsoft 365/Azure environments.

Level 3 — Systems Engineering

Proactive infrastructure management, virtualization, security policy audits, and patch automation.

Level 4 — Virtual CIO (vCIO)

Strategic roadmapping, budget planning, risk assessments, and technology alignment reviews.

• Slow workstations and network bottlenecks
• Email delivery, spam filter, and Outlook issues
• Microsoft 365 licensing and sync problems
• Ransomware and malware removal & recovery
• VPN connection failures and remote access errors
• Data loss and backup failures
• Printer and device configuration issues
• Network outages, Wi-Fi drops, and firewall misconfigurations

Predictable Costs

Flat-rate monthly billing covers unlimited remote support and routine maintenance.

Proactive Monitoring

RMM tools detect issues before they impact users — reducing downtime and tickets.

Expert Cyber Defense

Advanced EDR/XDR and threat hunting keep systems safe from ransomware and breaches.

Local and Remote Coverage

Fast response through remote sessions or on-site visits for critical issues.

Essential Plan

• Unlimited remote help desk
• Automated updates & patch management
• Endpoint security & anti-virus

Professional Plan

• Includes Essential + server and network management
• Office 365 administration & cloud backup
• Quarterly security reviews & health reports

Enterprise Plan

• Includes Professional + vCIO consulting and onsite support
• Business continuity planning & DR testing
• Advanced compliance and audit reporting

Standard Response Times

• Critical issues – 1 hour or less
• High priority – 2 hours
• Normal tickets – same business day

Onboarding Process

• Discovery and environment audit
• Agent deployment & policy alignment
• Documentation and knowledge transfer

Reporting & Transparency

Monthly health reports, ticket metrics, and asset status dashboards available through the client portal.

Do you support both Windows and Mac devices?

Yes — we fully support Windows 10/11 and macOS endpoints using the same RMM and EDR platforms for uniform visibility and security.

Can you work with our existing IT staff?

Absolutely. We offer co-managed IT arrangements to extend your current team’s capacity and reduce burnout.

How do you handle after-hours support?

We provide 24/7 emergency coverage for critical alerts, server outages, and security incidents via our monitoring system.

Do you offer on-site service?

Yes, our technicians can be dispatched for on-site troubleshooting anywhere in Arizona and New Mexico.