IT Helpdesk · Miami
Your team's IT problem picked up on the first ring.
Real humans in Miami, bilingual English + Spanish, ticket + phone + chat. Tier 1 to Tier 3 — password resets to Active Directory forest recovery — under one SLA.
What our helpdesk covers
Full-stack support for the end-user, the workstation, the network, and the cloud identity behind it. Your team calls one number, opens one ticket, gets one owner.
- End-user support — password resets, Outlook/Teams/Zoom fixes, printer setup, VPN, mobile-device email, laptop-not-charging, Wi-Fi drops. Bilingual EN/ES on the first call.
- Workstation lifecycle — provisioning new hires (Autopilot / Intune / JAMF), decommissioning departures, patch compliance, driver issues, Windows / macOS upgrades.
- Identity + access — Azure AD / Google Workspace / Okta account admin, MFA support, SSO troubleshooting, permission requests, offboarding within 15 minutes of termination.
- Application support — Microsoft 365, Google Workspace, QuickBooks, Salesforce, HubSpot, Slack, Zoom, most niche vertical apps. If we do not know it we escalate to the vendor for you.
- On-site dispatch — for problems remote cannot fix. Miami-Dade next-business-day, most cases same-day when logged before 11 AM.
How the SLA works
Same SLA every ticket, priced by tier, tracked in the portal, reviewed quarterly. No fine-print carve-outs.
- P1 (site or executive down) — first response 15 minutes, engineer on the phone or on-site within 1 hour.
- P2 (department degraded) — first response 1 hour, working the ticket continuously until closed.
- P3 (single user, workaround exists) — first response 4 business hours, resolved next business day.
- P4 (request, not incident) — first response 8 business hours, delivered within 3 business days.
Frequently Asked Questions
Do you offer 24/7 support or just business hours?
Both. Business hours (Miami 7 AM – 7 PM ET) is our standard tier. 24/7 is available as an add-on for P1 incidents (P2-P4 batch into business hours). Full 24/7 for all tiers is available for teams that genuinely need it — usually hospitality, healthcare, and logistics.
Is the helpdesk based in Miami or overseas?
Miami-based team, all bilingual English/Spanish. We do not offshore. When you call at 3 PM ET you talk to someone who is on the same coast, speaks your users' language, and can be at your Brickell office in 40 minutes if a Tier 3 problem needs hands-on.
Can our internal IT keep handling some things while you handle the overflow?
Yes — co-managed helpdesk is one of our most common setups. Your internal IT keeps ownership of the big strategic stuff, we handle Tier 1-2 tickets and overflow. Frees your internal team from password resets so they can focus on projects that actually move the business.
What does onboarding look like?
Two weeks. Week 1: we inventory your users, workstations, network, cloud tenants, and critical apps. Week 2: install monitoring + endpoint agents, add users to the ticket portal, train your team on how to reach us, run a dry-run ticket. Live on the SLA at the end of week 2.
Get started now
Or call (786) 422-0705