Managed IT
IT Help Desk and On-Site Support
A remote help desk for everyday problems, a technician on site when the fix needs hands on the hardware, and engineers behind both for the hard ones. Use it by the hour, or as part of a managed IT plan.
When you need IT help desk support
IT help desk support is for the problems that stop someone from working: a locked account, an application that will not open, a laptop that will not join the Wi-Fi, a printer that dropped off the network. Honeybadger Solutions answers those requests remotely, sends a technician when the fix needs someone in the room, and escalates to a systems or network engineer when the cause runs deeper. It is part of our managed IT services, and you can use it without signing up for a monthly plan.
Typical requests include:
- Password resets, account lockouts and sign-in problems
- Desktop applications, Microsoft 365 and Google Workspace issues
- Slow, crashing or out-of-date computers
- New laptops and desktops that need to be set up securely
- New hires, departures and office moves
- Anything that needs hands on the hardware: cabling, printers, conference rooms, failed devices
What we deliver
Four services cover day-to-day IT support. Use one, or combine them in a single request.
Remote help desk
Billed by the hour. Passwords, desktop applications and everyday troubleshooting, handled in a remote session with your user’s permission.
On-site IT support
A technician visit within the service area agreed in your quote, for hardware, cabling, printers, moves and anything that cannot be fixed remotely.
Systems and network engineering
Escalation for servers, identity, virtualization, routing, switching, wireless and cloud changes when the help desk finds a deeper cause.
New device setup or secure rebuild
A new or suspect computer configured from scratch: operating system, patches, security settings and handoff to the user.
Managed IT plans that include the help desk
If you want help desk coverage every month instead of by the hour, three managed IT plans include it, each with a pool of support hours per user:
- Essentials. A remote service desk during business hours (Eastern time, Monday to Friday), plus endpoint monitoring, patching, inventory, baseline endpoint protection and Microsoft or Google tenant administration.
- Secure Hybrid. Everything in Essentials plus 24/7 endpoint threat monitoring and containment, mobile device management, email and identity protection, security awareness training and Microsoft 365 or Google backup.
- Full Coverage. Secure Hybrid plus a 24/7 remote service desk and priority-one escalation, offered once round-the-clock staffing for your account is confirmed in writing.
Every plan starts with onboarding: discovery, an inventory of users and devices, access setup, agent deployment and baseline documentation, so the help desk knows your environment before the first ticket arrives. If you already have an IT person or provider, co-managed support can cover monitoring, patching and asset reporting while your team keeps the help desk.
How a help desk request works
- Request online. Describe the problem, who is affected and how urgent it is. The request goes straight to the IT team.
- Triage. We confirm the scope and whether it can be fixed remotely.
- Remote fix. A technician connects with the user’s permission and works the problem.
- Escalate or dispatch. Deeper causes go to an engineer. Hardware problems get an on-site visit.
- Close and document. The fix is written down, so the next person who hits the same problem gets a faster answer.
Habits that cut help desk tickets
- Patch on a schedule. NIST’s guide to enterprise patch management treats patching as preventive maintenance, not an emergency task. Regular, planned updates break fewer things than rushed ones.
- Fix actively exploited flaws first. CISA publishes a catalog of vulnerabilities that attackers are already using. It is a practical priority list for any business, not only federal agencies.
- Keep an inventory. You cannot patch or support a device nobody knows about. Every plan includes one.
- Offboard the same day. Remove a departing employee’s access before their last day ends, and collect their devices.
- Turn on multi-factor sign-in. A stolen password is far less useful to an attacker when a second factor is required.
Who this is for
- Small offices with no IT person
- Practices and firms whose part-time IT contact needs backup
- Growing teams onboarding new hires
- Businesses whose provider does not come on site
- Offices moving or opening a new location
- Teams that want monitoring and patching, not just break-fix
How it is priced
We do not list prices, because the right setup depends on how many people and devices you have, where they are, and how fast you need answers. You get a written quote before any work starts, and nothing is charged before you accept it.
| Included | Quoted separately |
|---|---|
| Remote help desk sessions | Travel outside the agreed service area |
| Ticket notes and documentation | Hardware, licenses and parts |
| Escalation to an engineer when needed | Projects such as migrations and office moves |
| Secure setup of new devices | After-hours work, unless your plan includes it |
Why the online request is the fastest route
Choose “Managed IT, email security or an IT project” in the online request form and it goes straight to the IT team, with the details they need to start. There is no phone tag, and you get a written answer you can forward to whoever approves the work.
Frequently asked questions
Do I need a monthly plan to use the help desk?
No. You can request remote help or an on-site visit by the hour. If tickets become regular, a managed IT plan usually works out better, because it adds monitoring and patching that prevent many tickets in the first place.
Where do you provide on-site support?
On-site visits are scheduled within a service area agreed in your quote. The remote help desk works anywhere your users have an internet connection.
What hours is the help desk available?
Plans include a business-hours service desk, Eastern time, Monday to Friday. Full Coverage adds a 24/7 remote service desk once staffing for your account is confirmed. For a security emergency at any hour, use the urgent intake form.
Can you work alongside our existing IT person or provider?
Yes. We can take the tickets they do not have time for, or run monitoring, patching and asset reporting while they keep the help desk.
What if the problem turns out to be a security incident?
If a ticket looks like a compromise, such as password resets nobody asked for, mail rules you did not create or a ransom note, we stop and move it to cyber incident response so evidence is preserved before anything is wiped.
Related services
- Endpoint management and MDM
- Microsoft 365 and SaaS security
- Managed network and infrastructure
- Managed backup and disaster recovery
- Secure data destruction
Sources: NIST SP 800-40 Rev. 4, Guide to Enterprise Patch Management Planning, CISA Known Exploited Vulnerabilities Catalog.
Get your people back to work
Request IT help online and it goes straight to the IT team. Picking the service on the form routes it to the right person, so there is no phone tag. For an active security problem, use our urgent intake form.