NetTec NSI
RMM Services & Help Desk

Professional, Certified Experts Supporting Your Business

As your business grew, maybe you handled all of the technology needs.  Now that it is bigger and more complex, you want to focus on your business and not on your technology. We can help.  Whenever someone in your company needs help with technology, turn over the trouble to us.  We will be there for you to answer the calls, fix the problem, and get the business back up and running ASAP. 

Do you want to be able to call and speak to a knowledgeable technical support person whenever you have computer trouble? Would you like for that person to be in the United States and speak the same English language that you speak? Would you like to have your call answered quickly and speak to someone who is friendly and helpful and provide you with pain free remote access?

Our certified, Help Desk technicians are here to provide superior customer service and support to your users - freeing you to focus on growing your business. Our first contact resolution is 77% (the industry average is 64%), and seamless integration with our Network Operation Centers ensure even the most complex issues can be solved. 

What’s included?

NetTec NSI Desktop Care Includes:

  • managed desktop services

  • remote monitoring and alerting

  • comprehensive device/system inventory and auditing and life-cycle management

  • automated after hours remote updates for OS and approved third-party applications

  • cyber security endpoint protection with MDR (managed detection and response) and web content filtering

  • 24x7x365 desktop health and performance monitoring and alerting

  • remote firmware updates as needed (billed hourly unless on help desk)

  • system, user, application and cyber monitoring (if subscribed to our endpoint protection subscription)

  • alert and report disk space issues

  • discounted hourly and project rates

  • priority service over non-managed devices

  • proactive technology recommendations and advice

  • installation and configuration automation where possible

  • remote access software included for help desk and internal use

  • remote assistance with any issues on managed systems (billed hourly)

NetTec NSI Desktop Care with Help Desk Includes:

NetTec NSI Desktop Care with:

  • business hours help desk (8am-5pm M-F)

  • unlimited remote phone, email, Teams chat or text help desk

  • remotely setup and configure new and reset computers

  • troubleshoot and set up user accounts and operating system authentication

  • install and troubleshooting printers

  • monitor and troubleshoot computer health and performance

  • install patches and update operating system and third-party software

  • perform firmware updates as needed

  • system, user, application and cyber monitoring (with endpoint protection subscription)

  • cyber security consulting and care (with endpoint protection subscription)

  • assist with network connections and troubleshoot connectivity issues

  • resolve disk space issues

  • assist with Office applications and managing the Microsoft Office 365 accounts

  • discounted project rates

  • priority service over non-managed devices

  • proactive technology recommendations and advice

  • work with third party vendors for installation, troubleshooting and support

  • installation and configuration automation where possible

  • remote access software included for help desk and internal use

  • remotely assist with any issues on managed systems included and unlimited

NetTec NSI Desktop Care with Help Desk and Office Includes:

  • NetTec NSI Desktop Care with Business Hours Help Desk and Office 365: hosted email, Office desktop apps, OneDrive and SharePoint

  • email defense

  • SaaS backup

NetTec NSI Network Care Includes:

  • remote monitoring of network, configuration, updating, troubleshooting per device

NetTec NSI Server Care Includes:

  • remote monitoring of server operating system, applications, configuration, updating, troubleshooting and administrative tasks per device

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Smart Sourcing: An Effective, Affordable Alternative

Through extensive investments in process, training and technology, our certified Help Desk technicians provide Level 1 and 2 support to over 23,000 end-users. Best of all, you pay a low, fixed monthly fee at a fraction of what it costs to staff and operate an internal help desk – and we’ll absorb daily routine maintenance and troubleshooting, so your employees can focus on important, revenue-producing projects. Our technicians receive regular training, coaching, and quality reviews to continuously sharpen their skills, and they are backed by a team of professional supervisors and managers to ensure consistency and unmatched service delivery.

By leveraging a caller ID system, we create an experience that becomes a natural extension of your organization. When a user calls, we immediately recognize the caller and are able to display important user and machine data alongside open and recent tickets. This means our technicians can begin solving problems immediately, without wasting time asking for basic customer information. 

That’s more than outsourcing - it’s smart-sourcing.

A Seamless Extension Of NetTec RMM

NetTec’s Help Desk is a robust extension of our industry-leading Remote Monitoring and Management (RMM) platform, as well as our world-class Network Operations Center (NOC). This means that when a customer calls, we’re often already aware of the problem they’re experiencing – and are actively working to resolve it. Additionally, our Help Desk and NOC technicians share a common ticketing system, enabling both teams to collaborate, tackle complex problems simultaneously, and ensure that all issues are diagnosed and resolved quickly. This integration and communication creates an optimal experience for you.  

CPAS, LLP

“We have been very pleased with our decision to move our firm’s IT systems to the Desktop Co-op remote desktop.  We are constantly on the move and having access to our server no matter where we are working has provided a flexible and efficient environment.   I am happy we made the move to Desktop Co-op.”   

Partner
CPAs, LLP

Help Desk And RMM Service Offerings

  • Mobile Device Management (MDM) = $15 per device per month
    SMS, email or URL over-the-air (OTA) enrollment. Passcode & encryption enforcement. Email, VPN & Wi-Fi profiles. Device restriction settings. Remote locate, lock & wipe (full & selective). Jailbreak & root detection. Policy updates & changes. Compliance reporting. Email access controls. Corporate directory integration. Certificate management. BYOD privacy settings

  • Elite Server Care = $175 per server per month
    Preferred Server Care - Hardware & software audits, remote access, Ticket-based workflow, Ticket escalation with steps to resolution, Patch whitelisting service, multi-vendor anti-virus management, remote restart of services by NOC. plus, full remote problem resolution by NOC, patch deployment by NOC, discounted project services

  • Desktop Care (DC+) = $25 per desktop per month
    Hardware & software audits, performance & preventive maintenance reports, remote control (End-Client Access), patch white listing service, web-based management portal, desktop performance monitoring, administrative scripting, policy management.

  • DC+HD Business Hours = $65 per desktop per month
    Desktop Care plus: 8 AM - 6 PM US-based, end-client help desk, personalized answering, Windows, Mac & mobile support, administrative tasks, virus & malware removal, software installations

  • DC+HD After Hours = $65 per desktop per month
    Desktop Care plus: 5 PM - 9 AM US-based, End-Client Help Desk, Personalized Answering, Windows, Mac & Mobile Support, Administrative Tasks, Virus & Malware Removal, Software Installations

  • DC+HD 24x7 = $75 per desktop per month
    Desktop Care plus: 24x7 US-based, End-Client Help Desk, Personalized Answering, Windows, Mac & Mobile Support, Administrative Tasks, Virus & Malware Removal, Software Installations

  • Hourly project work for devices on RMM subscription = $195

  • Hourly project work for devices NOT on RMM subscription = $495

  • Help Desk/RMM Setup = $100 per device

  • Help Desk/RMM Shutdown = $100 per device

Help Desk Certifications

  • HDI Certified Support Center Manager

  • HDI Certified Support Center Team Lead

  • HDI Certified KCS Foundation

  • HDI Certified Technical Support Professional

  • HDI Certified Team Supervisor Steel City Chap

  • Apple Mac Integration

  • Apple Certified Associate

  • CompTIA A+ Certified IT Technician

  • CompTIA Network + Certified

  • CompTIA Security+ Certified

  • Microsoft Certified Microsoft Technology

  • Associate: Database Fundamentals

  • Microsoft Certified Professional

  • Microsoft Certified Solutions Associate Office 365

  • Microsoft Certified Solutions Associate Windows Server

  • Microsoft Certified Solutions Expert

  • Microsoft Office Specialist Office Outlook

  • ITIL Foundation Certification IT

  • Service Management

  • TestOut Certified Security Pro

  • CISCO CCENT

  • Six Sigma Green Belt

  • Sophos Certified Consultants and Engineers