Help Desk Support | Open Approach IT Services

IT HELP DESK SUPPORT

Remote Help Desk Support

Improve your efficiency by giving everyone in your office open access to technical support whenever they need it — without jumping through hoops or over red tape.

Give your staff the power of support

Let no support question go unanswered! Give your staff access to the very best in technical support for a concise flat rate.

We’ve seen it all before: A user is suffering from a relatively simple yet annoying issue on their workstation, but in order to get help resolving it, they need to get permission from their supervisor, who needs to go to their supervisor, who needs to check with accounting… A quick connection with a technician would resolve the issue and improve the user’s productivity immediately, but it all gets bound up in red tape in order to prevent a surprise technical support bill.

Provide all-you-can-eat Help Desk Support for your staff

With Open Approach Remote Help Desk Support, you get fast, unlimited technical support for you and your staff for a flat rate.

When your staff can get the support they need without worrying about racking up a hefty bill, IT issues get resolved quickly and efficiently so everybody can get back to work faster. No IT question is too small for our Help Desk! You and your staff will be given your own technician to contact for remote support for issues and questions. Because we’re experts at support, most issues can be solved remotely — which keeps our costs down by eliminating travel expenses. Of course, we are available for on-site work as well.

Expert, Wide-Ranging Technical Support

Get the support you need for the applications that run your business.

When you’re linked in with the Open Approach Help Desk, getting help and answers for common productivity applications like Microsoft Word, Outlook, and Excel is just a phone call away. We also support issue troubleshooting and remediation, active directory administration, and even workstation-connected peripheral hardware.

Our Help Desk consists of experienced and talented technicians with a wide-range of technical knowledge and expertise. Our technicians are dedicated to solving your support issues quickly in order to keep you and your employees up and running with minimal downtime — but don’t worry; they’re not robots! (We’re big fans of humans helping other humans.) If an issue requires escalation or an on-site visit, we’ll be there with on-site support and advanced technical consulting. “No IT question is too big (or small) for the Open Approach Help Desk”

BENNINGTON POTTERS

Bennington Potters designs, produces, and markets beautiful, heirloom ceramics. Founded by David Gil in 1948, employed potters continue to follow David’s legacy, embracing his technical creativity, commitment and tenacity, acting as the driving forces to build the remarkable company that thrives to this day. Today they operate out of Bennington Potters Yard in southern Vermont, where they give guided tours 7 days a week, as well as a retail-only store in downtown Burlington!

SOLUTION

Working with a jumbled web of computers, files, and encountering painful drops in network connectivity, Sheela Harden, owner of Bennington Potters, knew productivity was suffering. They needed a change, but more importantly, they needed guidance. Looking for someone to work with them on their day-to-day challenges, Bennington Potters reached out to Open Approach in 2006. From switching and firewall upgrades, to server and computer replacements, Open Approach was able to bring stability and efficiency back to the pottery.

“Working with Open Approach is fluid and conversational, and their work feels that way too; everything works, projects are simple and streamlined, and
issues are resolved quickly and effortlessly.”

— Melissa Colon, Marketing Manager at Bennington Potters

HUBBARDTON FORGE

From its humble beginnings in 1974 operating out of a 19th-century barn, Hubbardton Forge has grown to become the oldest and largest commercial forge in the United States, generating more than $35 million in annual sales. Located in Castleton, Vermont, the company produces thousands of high-end, hand-forged lighting products – “Art that Lights up” – marketed through residential lighting and home furnishings retailers as well as contract distributors. In its highly competitive industry, Hubbardton Forge has distinguished itself as the preeminent design shop with a product line that is anything but common.

SOLUTION

Hubbardton Forge was one of Open Approach’s first clients, and the two companies have figuratively grown up together. As the demands on the Hubbardton Forge network grew, Open Approach worked hard to not only meet these demands, but to help shape the future computing environment to match their corporate vision. Like all visionary companies, Hubbardton Forge works toward opportunity and avoids reacting in fear toward challenges. Open Approach embraces this philosophy, and the result has been a network that is flexible, functional, economical and equal to the demands of this growing company.

“Open Approach has a way of projecting ‘calm’ in the midst of an IT ‘storm,’ and I never have to worry about their professionalism when they interact directly with our users.”

-Dale Carr, MIS Manager at Hubbardton Forge

VERMONT LAND TRUST

Working to protect the productive, recreational, and scenic land that gives Vermont its rural character, Vermont Land Trust (VLT), a member-supported 501(c)(3) nonprofit, is a land conservation organization operating five regional offices throughout the state. Established in 1977, Vermont Land Trust has permanently conserved more than 1,900 parcels of land covering more than 550,000 acres, or about nine percent of the private, undeveloped land in the state. They provide technical and legal assistance to individuals, communities, and local land trusts to help them achieve their conservation objectives.

SOLUTION

VLT and Open Approach began working together after VLT experienced network connectivity issues at one of its remote locations. Later, VLT engaged Open Approach for full systems support, which has included migrating to a highly available cluster of servers, introducing necessary redundancy into a previously aging infrastructure. Along the way, VLT was able to retire its deteriorating tape library for backups, as well as move to Microsoft’s Office 365.

“From the first interaction with Open Approach, communication has been very clear, friendly, and thoroughly professional. They really listen and respond to my concerns and ideas in designing solutions that work for us.”

— Teija Huttunen-Green, Director of Operations & Technology at Vermont Land Trust

MERIDIAN TRUST FEDERAL CREDIT UNION

Meridian Trust Federal Credit Union is a multi-branch organization that has been catering to its customers’ financial needs since its inception in 1954. Originally founded by a dedicated group of state employees, Meridian’s goal was to establish a not-for-profit, financial cooperative that would be built on the philosophy of people helping people. That ideology has held through to today, as Meridian has grown both internally and physically throughout the 1970s and 1980s, with the fifth and most recent location opening in 2004 in East Cheyenne, Wyoming.

SOLUTION

Part of Meridian’s growth yielded some growing pains, one of which was the loss of their network administrator in early 2013. Unhappy with another nationally known technology company, they utilized Open Approach in parallel while waiting for the contract to run out. “After only a few months of working together, we soon realized that going with OA was the best thing we ever did. We were treated like partners,” noted Huda Hussain, Director of Business Analysis.

Since joining the team, Open Approach has worked with Meridian on a complete network overhaul, including server virtualization, backup implementation, Active Directory restructuring, and network infrastructure optimization. They deployed a robust network monitoring system, a Citrix XenApp environment for more than 50 users, and an aggressive web filter, which increased productivity, security, and efficiency — all while being located more than 2,000 miles away.

“Despite the distance, Open Approach is in in contact with us all the time. We are kept in the loop of events, issues, etc. They are like our very own virtual IT staff.”

— Huda Hussain, Director of Business Analysis at Meridian Trust

HELEN PORTER HEALTHCARE

Nestled into farmland bordering Middlebury, Vermont, Helen Porter Healthcare and Rehabilitation Center is a comfortable, secure residence where loved ones are assured of skilled nursing care and assistance. Privacy is honored, individuality is respected and residents can choose to dine, socialize, play games and activities, or exercise with staff and fellow residents. With accommodations for 105 people, Helen Porter is a nonprofit that is licensed by the state of Vermont and certified by Medicare and Medicaid.

SOLUTION

Open Approach and Helen Porter have been working together since 2002, when they teamed up to move their systems from paper files to electronic medical records while ensuring security and complete HIPAA compliance. From migrating non-redundant physical servers into a high-performance server cluster, replacing and standardizing an ever-growing list of workstations and laptops, to performing regular security audits of firewall, networking, and wireless configurations, Open Approach has worked diligently to help keep security and performance optimal, while also keeping costs minimized in support of Helen Porter’s non-profit mission.

“Cost containment in medical delivery is a major driver, and Open Approach has consistently delivered great value while also being one of our best partners. They work tirelessly on our behalf and feel more like fellow staff to all of us.”

— Jim Darragh, Facility Administrator at Helen Porter Healthcare

CHAMPLAIN VALLEY EQUIPMENT

Champlain Valley Equipment (CVE) is a Vermont-based company that represents Kubota, New Holland, Polaris, STIHL, Yamaha, and others to provide world-class parts, sales, service and after-sales support to customers for agricultural, light construction, and residential needs. Incorporated in 1970, Champlain Valley Equipment continues to evolve rapidly, and has undergone significant expansion of its product sales and geographic reach.

SOLUTION

“Growing to meet your needs” is Champlain Valley Equipment’s motto, and growing they have been, now with five different branches spanning the entire state of Vermont. To simplify the expansion, CVE wanted to quickly unify all of their separate stores under one network, and called upon Open Approach to do so. By building an interconnected network of firewalls, switching, and servers, Open Approach took five disjointed stores and brought all users into a single domain with minimal interruption or changes to their desktop environments. Open Approach addressed CVE’s increased reliance on email as they migrated to Office 365, and in response to the growing mobility of their users, they deployed a unified wireless solution between all stores, allowing users to seamlessly move between networks with minimal effort.

“Growth and change are the constants here. We are always looking to expand to meet the needs of our customers. That puts a lot of pressure on our systems. Open Approach has really helped us to take on as much as we have. It’s been a great partnership.”

— Jennifer LaRock, Office Manager at Champlain Valley Equipment

NORTHERN TIER CENTER FOR HEALTH

Northern Tier Center for Health (NoTCH) is a primary-care practice serving multiple locations throughout Vermont’s Franklin and Grand Isle counties. A federally-funded nonprofit corporation, Northern Tier’s team of compassionate and devoted health care professionals and support staff offer a full spectrum of health care services, including family medicine, obstetrics, internal medicine, behavioral health, pharmacy, lab, and general dentistry.

SOLUTION

Open Approach began working with NoTCH mid-2015, filling the void when a critical internal IT employee left unexpectedly. Work commenced quickly with a sizable project to restructure NoTCH’s backup environment, simplifying and automating backups for their entire server infrastructure, including offsite replication of vital data. Next up was a deep evaluation of network security and firewall configurations, resulting in a significant simplification and hardening of the rule set, which in turn reduced complexity and increased manageability. Along with this came enhanced flexibility for users to roam freely across their multi-site network — and resulted in more than $20,000 in annual savings.

“We needed a resource with the appropriate skillset who could come up to speed quickly, cost less money and have greater availability. The Open Approach philosophy matches ours to a tee.”

— Andrew Hoadley, IT Manager at NoTCH

NSA INDUSTRIES

Founded in 1982 in St. Johnsbury, Vermont, NSA Industries was built on a reputation of excellence in quality and performance. The company grew from its initial customer, the manufacturer of the Garden Way Garden Cart, to become the largest metal fabrication, machining, and powder-coating operation of its kind in Northern New England. Today, NSA works collaboratively with customers to develop manufacturing solutions, specializing in metal fabrication, machining, powder coating, engineering and prototype development, and assembly.

SOLUTION

Open Approach has worked with NSA since 2008 to support the systems infrastructure required to maintain the reputation that they’ve built. Early on, a high availability virtual environment replaced their collection of outdated physical servers. This paved the way to support a variety of business demands, such as remote access, a robust phone system, standardized workstations, and multi-site networking for all users across the entire organization. As NSA grows, OA’s latest work has been to facilitate the integration of acquired companies by extending the computer environment into new locations.

“Open Approach has become part of the NSA team. Our concerns become their concerns and are worked through together.”

— Jeff Keyworth, Process Engineer at NSA

MARINE ENGINE

Marine Engine is an online retailer in Brandon, Vermont, that provides boat motor repair information and parts to both boat owners and mechanics across the country. Marine Engine has had a large online presence for over 17 years, selling everything from boat motor parts to engine repair manuals, accessories, and supplies. They also maintain an active discussion forum that provides a wealth of knowledge for boat owners everywhere.

SOLUTION

Open Approach teamed up with Marine Engine nearly a decade ago when their IT needs began to overwhelm the quickly growing business. Due to the important nature of Marine Engine’s online presence, Open Approach established redundant internet circuits from different providers with automatic failover to serve those high-availability needs. They were able to perform an email migration from in-house Exchange to the more dependable and robust Office 365, and built up a modern virtual infrastructure as the company backbone. Today Marine Engine is sailing smoothly, and OA continues to monitor, maintain, and be readily available should any needs arise.

“We recognized the need for network support beyond what we could do on an ad-hoc basis, and we wanted a solid business to cover that realm for us. OA is always available for discussion surrounding issues or whatever comes up, and there’s nothing out of bounds.”

— Andrew Menkart, owner of Marine Engine