Like Kevin said in the video, this page was designed for our clients. We want to make sure our clients’ needs are taken care of and that starts by making sure everyone knows what we do and how to reach us.
IntelliComp manages and provides IT support for your organization’s IT needs. We will be the first place you go if you are ever having issues with your computer, printer, network, email, or other IT related systems. If you are ever unsure if we support something, always feel free to ask and we will be happy to let you know and point you in the right direction.
Contacting Help Desk
We want to make it as easy as possible to get in touch with our Help Desk, so we have several different methods of contact.
Click each option to find out more:
Use IntelliButtons for Fast, Efficient Help
Our Preferred Contact Method is to use our IntelliButtons ticketing software. All you have to do is launch the program in the taskbar with the colorful question mark and follow the prompts. When tickets are sent in this way, we receive screenshots of your issue as well as important preliminary information to help us resolve your tickets faster. To see how it works and why it’s our preferred method please see this short 2-minute video below:
Alternatively, Email Our Support Team
Where possible, please use our Intellibuttons as explained above, as this is the most efficient way to diagnose and resolve your problem as quickly as possible. If the Intellibuttons option is not available to you, you can always create a support ticket by emailing us at firstname.lastname@example.org.
Emergency? Call Us Now
Call our Help Desk directly at (443) 898- HELP (4357). Please be aware that the user can elect to leave a voicemail by pressing # at any time. Voicemails are checked every 15 minutes and escalated quickly to an appropriate resource. This can be a great option rather than staying on hold for an available technician. We ask that all voicemails are left with a summary of the issue, including the urgency and any timelines, in addition to good contact information for a return call. Please remember to use the IntelliButtons program in addition to calling.
Download Our Help Desk Card
Please feel free to download and print out our Help Desk Card to keep by your desk so you will always know how to contact us if you ever need help.
No matter which communication method you use, we ask that you provide us with as much information about the request or issue as possible so we can quickly resolve it. Optimally, leave your cell phone as well so that we may text you ticket updates. The ticket will be created in our systems and will be available for us to reference at any time in the future.
Technicians will generally reach out to the user via email first to communicate or ask for a time to call. Please be sure to respond to the specific email chain for any communication related to the ticket. If there is a new request or issue, please send a new ticket into the help desk and be sure to communicate over that email chain.
For users who prefer, we have the option of communicating through SMS Messaging. We will need the users cell phone number on file to enroll in this feature and there is no additional cost (other than your carrier SMS rates). Please note in the event we have difficulty reaching a user via email or phone, and the cell phone number is on file already, we will reach out over SMS automatically to attempt to work the issue.
If there is a “Critical” issue that needs immediate attention, please CALL IN (or leave a voicemail) to the help desk to have the issue escalated and addressed as soon as possible. To further expedite, employees can send in a ticket first and then call.
Help Desk Hours of Operation
Normal Help Desk Support:
Monday – Friday 8:30am – 5:00pm EST
During this time users can contact us in any of the above communication methods. If they call in, they should expect someone to answer the call and either help them on the phone or create a ticket for a more senior technician to help. If all technicians are busy at the time, users can either stay on the phone or (preferably) leave a message and expect a callback within 30 minutes.
After-Hour Support/ Emergency Support:
Holidays, Saturday – Sunday, Monday – Friday 5:00pm – 8:30am EST
During this time clients can call in to receive support for emergency tickets. The calls will go directly to voicemail. The user should leave a message and expect to receive a call back within 15 – 30 minutes. Our overnight team will also monitor for down systems overnight and will inform clients if they are unaware of it.
Thank you for taking the time to read this page! We look forward to hearing from you!