IT help desk support that starts in minutes, not hours

Any way that’s easy for them: call during business hours and reach a real person, send an email, or submit a request through our client portal. Every request is logged in our service management system, assigned and tracked until it’s solved, so nothing gets lost. A portal is a good option, but it should never be the only one, and with us it isn’t.

How a request works

Live support runs 8 a.m. to 5 p.m. Eastern, Monday through Friday, from our offices in Franklin, MA and Belmont, NC. After-hours support is available for emergencies, like a network that’s down or a critical system that stops your team from working. We’ll walk you through how after-hours support works and how it’s billed before you sign.

Help desk hours

Our average time to start on a support issue is under 12 minutes. We track every request in our service management system, so we can show you real response and resolution numbers instead of promises. Be wary of any help desk that can’t tell you how quickly it starts on problems.

How a request works

Local. Our help desk is staffed by our own technicians, not an outsourced call center. They get to know your company, your setup and your preferences, and we document your environment so whoever picks up your request can see your history. That means fewer repeat explanations and faster fixes.

Meet the owners

After-hours support is available for emergencies, like a network that’s down or a critical system that stops your team from working. Monitoring watches your systems around the clock, so problems are often caught before morning. For planned work or events outside business hours, we can schedule coverage ahead of time.

Managed IT services

Everyday issues that stop people from working: password resets and locked accounts, multi-factor authentication, Outlook and Microsoft 365, Teams, printers and scanners, Wi-Fi and network connections, slow or misbehaving computers, line-of-business software, and setting up or removing users. When something is bigger than a quick fix, we escalate it to the right engineer and keep you updated.

What our help desk supports

Both. Most issues are solved remotely while you’re on the phone, which is the fastest way to get someone working again. When something needs hands on it, like hardware, a network closet or a new office setup, our technicians go onsite from Franklin, MA or Belmont, NC. Onsite support is included in our fully managed plan and billed as needed on lighter plans.

How a request works

Yes. When a problem crosses into your software vendor’s, internet provider’s, phone company’s or printer company’s side, we open the case, give them the technical details they need and stay on it until it’s resolved. A single point of contact for every technology issue, including help with your other vendors, is part of our Client Bill of Rights.

What you can count on

Yes. We set up accounts, email, multi-factor authentication and computers for new hires, so they’re productive on day one. When someone leaves, we remove access from every system the same day, collect what needs collecting and move their files to the right people. New employee setup is part of our fully managed plan.

Managed IT services

Yes. The help desk can help with company email and apps on phones and tablets. If you want company devices managed centrally, so lost ones can be locked or wiped and settings stay consistent, phone and tablet management is available as an add-on.

Remote and mobile work

Yes. Businesses with their own IT staff can add our help desk on its own to cover the front line, so their IT person can focus on projects, security and planning. For businesses without internal IT, managed IT usually makes more sense, because it adds the monitoring, security and maintenance that prevent many help desk calls in the first place.

Managed IT services

On our fully managed plan, help desk support is unlimited during business hours. On lighter plans, help desk time is billed as you use it. We’ll recommend the right fit after an assessment, and every cost is explained up front, so there are no hidden fees or surprise invoices.

How our plans work

It depends on how many people you support, what’s included in the monthly fee versus billed as used, and whether you need help desk only or full managed IT. Most providers price per user or per device each month. Compare what’s included, not just the total. Our IT Buyer’s Guide explains typical industry pricing and the contract terms to watch for.

Get the free IT Buyer’s Guide (PDF)

A help desk responds when someone needs help. Managed IT includes the help desk, plus the work that prevents problems: 24/7 monitoring, security updates, endpoint protection, backup management, network management and planning. Most businesses without their own IT staff are better served by managed IT; businesses with IT staff often just need the help desk.

Managed IT services

Many managed IT agreements run for multiple years, which locks in your rate and gives your provider reason to invest in your environment. What matters is what happens if things aren’t working, so ask every provider two questions: what happens if you don’t deliver, and how are price increases handled? Get both answers in writing. At Fairoaks IT, ours are spelled out in our agreement, and we’ll walk you through every page before you sign.

What you can count on

We track response and resolution times for every request, follow up to make sure the fix stuck, and ask for feedback. Our end-user satisfaction rating is 98%, and we’re happy to show you the reports. Ask any help desk you’re considering to show you theirs.

What you can count on

Yes. You’ll have a named point of contact who knows your business, and the same local team handles your requests. Your setup and history are documented, so anyone who helps you can see what’s been done before.

Meet the owners

With a plan. We document your systems, accounts and vendors, coordinate with your current provider, and give your team a simple way to reach us before the switch date. Urgent risks, like missing multi-factor authentication or untested backups, get fixed first. A named point of contact and weekly check-ins continue until the transition is complete.

How working with us starts

We review how your team gets help today, along with your computers, network, Microsoft 365, backups and security, using our proprietary 27-point assessment. You get a plain-English summary of what’s working, what’s at risk and what to fix first. No scare tactics, just facts. It starts with a discovery call.

Schedule a discovery call

Fairoaks IT provides IT help desk support for businesses throughout Eastern Massachusetts, Rhode Island and the Charlotte, NC metro area, from offices in Franklin, MA and Belmont, NC. We’ve been independent and owner-led since 1991, we won the Soteria Award for Most Trusted MSP in North America, and our average time to start on a support issue is under 12 minutes.

Managed IT in Massachusetts and Rhode Island  |  Managed IT in the Charlotte, NC area