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When Is It Time To Replace Your DC IT Support Guy?

Is your DC IT support guy falling behind when it comes to your technology? Maybe it’s time to upgrade your services.

If you’re a small or new business, it’s common to look for ways to keep costs to a minimum. Maybe it’s using personally owned and provided resources to avoid buying them new for the business; or maybe it’s having a friend handle a task here and there at a discounted rate, in exchange for contra or something similar.

One of the most common ways that new and small businesses limit expenses is with their IT support. When they’re just starting out, it can seem untenable to pay for fully managed IT support from a third party.

That’s why many instead opt for the “trunk jockey” – you know, an “IT guy” that keeps his spare parts and tools in the trunk of his car. This guy drives from client to client, putting band-aids on small IT emergencies and hoping they hold while he takes care of the dozen other businesses that need his help.

While this is undoubtedly cost-effective, it’s unlikely to deliver the quality of service and level of responsiveness that a growing business needs. It’s for these very reasons that NTConnections recently gained a new client – for too long they had put up with an unresponsive and ineffective trunk jockey.

Are you in the same position?

What Are The 4 Signs That You Need To Leave The Trunk Jockey Behind?

  1. You can’t work.
    Whether it’s a slow server that won’t let you access shared company files or a buggy email client that leaves you unsure whether your messages are actually being sent, when your computers aren’t working, you’re not working.
  2. It’s affecting customer satisfaction.
    If you can’t work as quickly or as effectively as you should be, it’s only a matter of time before that affects your customers’ experience. And there’s nothing worse than having to face an angry customer and tell them that it’s because your computers aren’t working right.

  3. You’re paying for short-term fixes.
    Poorly maintained computers will often need quick fixes, handled by local trunk jockeys for one-time fees. The problem is that while the hardware may work when you get it back from them, there’s no guarantee it’ll last for long. That means there’s no way of knowing how quickly you’ll have to go back to that same guy and pay for it to get fixed again.

  4. You’re not getting a response.
    There’s nothing more frustrating than trying to get in touch with the person handling your IT, and not being able to. Whether they leave the phone ringing or refuse to respond to emails and tickets, it’s simply unacceptable that those in charge of your technology can’t be reached for support.

If anyone of these hints (or, likely, a few of them) hits close to home, then you know it’s time to leave the “schmuck in a truck” and find something better. But with so many DC IT services companies available for your business, where should you start?

What Should You Look For in Your New DC IT Support Team?

  1. Competitive response times.
    This should be relatively easy for them to address – either they offer a guaranteed response time as detailed in a contract, or they should at least be able to provide some form of data to show how quickly they handle real-life examples of support calls. Bonus if they have testimonials or case studies that show how they respond to their client’s needs, and what the results were.

  2. An effective support system.
    As a follow up to the previous question, you should find out how they receive, track, and follow-through on support requests. Do they have an online ticket system? A support email address? A 24/7 Help Desk, via chat or phone? Get specific so that you can actually envision what you would go through to file a support request.

  3. The right model of support
    When determining the quality of service, the big question is whether they are “break/fix” or “managed”?

    Break/Fix service is the traditional style of outsourced IT services, which works by fixing your computers once they’re broken. In a nutshell, when something goes wrong — data loss, hardware failure, virus, etc. — you then get in touch with your Break/Fix support company and have them fix it. The break-fix strategy no longer works for businesses today.

    Managed Services is the modern model for IT support, offering a range of vital solutions to your business all for one monthly rate. With fully managed support, you know that you are supported and protected 24/7. From active monitoring and patch management to responsive on-site and Help Desk support services, fully managed support takes care of everything you need.

Like this article? Check out Why Education Should Outsource IT Support, Girls in Tech: Girl Scouts of the USA Adds New Badges or Benefits of Moving Deltek ERP Solutions to the Cloud (Questions/Answers) to learn more.