Our Services

Tech Support America provides end user desktop, application, hardware, and network infrastructure support. Whether you have 1 user or 20 000, our affordable, scalable, best-in-class help desk services allow you to keep your costs low while making sure your users have superior technical support.

Our company believes that insourcing America creates a better user experience and engages the American workforce through 100% domestic sourcing. Our help desk analysts are all located in our New York state Solution Center, which is open 24 hours a day, 365 days a year – your help desk calls are never routed to any other country.

Tech Support America Help Desk Services

Our philosophy is that predictable, repeatable workflow processes lead to distinct improvement in customer satisfaction.

Calls are routed to the appropriate analyst through our Cisco IPCC Express ACD phone system. Once the call has been connected, a skilled Tech Support America technician will:

• Greet the customer in a professional manner, employing appropriate customer service skills that make the customer feel comfortable throughout the call
• Gather and validate relevant information from the customer
• Perform basic troubleshooting and triage
• Answer basic “How to” questions
• Workstation troubleshooting and triage
• Use of Remote Control to resolve issues
• Support for Windows and Mac based desktops and supported applications (per list)
• Support for custom/vertical applications if support documentation is provided
• Network/Internet connectivity issues
• Desktop peripheral devices (non-hardware issues)
• Printers, Keyboards, Monitors, Mouse, Barcode readers, etc
• Includes access to ePortal for real time reporting
• Connectivity, POS, OS, Remote Access, Peripherals, Spyware, Anti Virus, after hours answering service
• Basic “how to” questions
• Server based password resets
• User add, moves, changes in Active Directory
• Remote access and proper authentication and level of access must be provided to help desk.
• User Administration of MS Exchange or hosted e-mail applications
• List of supported applications will be documented during on boarding process
• Firewall troubleshooting
• Server diagnostic and troubleshooting (OS Only)
• The help desk will troubleshoot server operating system problems, document and recommend changes/patches
• Citrix server support (user session shadowing / canceling)

Industry Standard Tools and Resources

Tech Support America’s experienced, knowledgeable analysts will work on resolving issues using readily available, industry standard tools and resources, including:

• Reference guides
• FAQs
• Online knowledge bases
• Advanced troubleshooting and diagnostics
• Remote control of users’ workstations (when the customer has broadband internet access and authorizes remote remediation); and
• Shut down and reboot/restart procedures.

Supported Products

Tech Support America Help Desk services support a range of applications and hardware - for a full list of supported products; please consult the Supported Products List.

To provide Help Desk services for applications or hardware not on the list, the Tech Support America team may require additional documentation, a knowledge base or list of FAQs - if no such information is available, an onsite professional services engagement can be arranged to collect this information.