IT Support Baltimore, MD

In Baltimore and throughout Maryland, IT support services are delivered by a third-party Managed Service Provider (MSP). These MSPs handle the full management, monitoring, and support of a client’s IT infrastructure and user base, enhancing operational efficiency and minimizing disruptions. This allows Baltimore businesses like yours to focus more on their core functions.

The services include a service desk for all-around support, centralized IT system upkeep for continuous operational security and backup, dedicated system administration for routine maintenance and inspections, and a virtual Chief Information Officer (vCIO) who provides strategic IT guidance and manages an outsourced IT department experience.

IT support services vary in depth and approach depending on the provider. Integris offers comprehensive monitoring, management, support, and security for all client IT systems and users at a fixed monthly fee. Each Service Level Agreement (SLA) includes several key features:

• vCIO: Provides strategic direction, budgeting, planning, and consulting, including account reviews and IT roadmaps to enhance digital transformation.
• Managed Services Concierge: Acts as your main contact for all account issues, bridging communications between your vCIO and the service team, and managing IT service queries, billing, and technology decisions that affect collaboration, productivity, compliance, and security.
• Client Management Tools: These include automation, ticketing, CRM, remote management, monitoring, documentation, communication, notifications, and data privacy tools.
• Day-to-Day Support: A pool of engineers offers support, responding based on the priority of the issue. Clients can report issues via phone, email, or website.
• Vendor Technical Assistance: Direct interaction with your technology vendors to manage incidents, ticket escalation, or incident resolutions within your IT setup.
• Procurement Services: Integris sources products through authorized channels, recommending business-class solutions and managing configuration, registration, licensing, warranties, and authenticity.
• Network Management: Includes monitoring, administration, reporting, domain name and SSL certificate management, and both remote and on-site incident remediation.

Managed IT support services plans vary by provider. At Integris, our Empower plan includes: 

• Dedicated virtual Chief Information Officer (vCIO)  
• Managed Services Concierge (MSC) team  
• Service Desk to respond to reactive support requests (remotely) 
• Backup & Disaster Recovery 
• Cybersecurity Management  
• Dedicated proactive support team to constantly analyze the client environment and assist with identifying issues before they become a problem (remotely)  
• Technology monitoring and patching tools  
• New user setup as per Integris’ defined checklist/process  
• Departing user termination as per Integris’ defined checklist/process  
• New desktop/laptop computer setup (if hardware purchased from Integris as per Integris’ defined new computer setup checklist/process)  
• Technology vendor management (copier company, ISP, etc.)  
• Integris’ standard network documentation  
• Access to on-call team outside of business hours (after hours support billed on hourly basis) 

Our Empower+ plan includes: 

• Dedicated virtual Chief Information Officer (vCIO) 
• Managed Services Concierge (MSC) team  
• Service Desk to respond to reactive support requests (remotely and on-site)  
• Backup & Disaster Recovery 
• Dedicated proactive support team to constantly analyze client’s environment and assist with identifying issues before they become a problem (remotely and on-site)  
• Scheduled in advance proactive days on site  
• Technology monitoring and patching tools  
• New user setup as per Integris’ defined checklist/process  
• Departing user termination as per Integris’ defined checklist/process   
• New desktop/laptop computer setup (if hardware purchased from Integris as per Integris’ defined new computer setup checklist/process)  
• Technology vendor management (copier company, ISP, etc.)  
• Integris’ standard network documentation  
• Access to on-call team outside of business hours 

• Save time and money, boosting profitability.
• Enhance team morale.
• Reduce frustration among employees and prevent IT staff burnout.
• Strengthen defenses against data breaches, ransomware, and legal risks.
• Decrease cybersecurity and compliance risks.
• Prevent the loss of knowledge and skills when IT staff leave.
• Use top-notch tools and access support from a local help desk.
• Allow internal IT staff to concentrate on strategic, crucial projects.

IT support services are ideal for Baltimore businesses that:

• Depend on their IT infrastructure to support everyday operations, staff, and clients.
• View technology as a key factor that sets them apart from competitors.
• Recognize the importance of mature operations for achieving predictable outcomes and better risk management.
• Expect their systems to be highly available, efficient, and productive, achievable through proactive technology planning and management.
• Value their reputation in the market and understand the need to manage reputational risks to maintain public trust.
• Lack trained staff, expertise, or time to handle maintenance, updates, and repairs effectively.
• Prefer a simple billing model, paying a single, flat monthly fee for a high level of service quality.

Companies with strong in-house IT support teams might benefit more from co-managed IT solutions where they can work alongside an external provider.

Problems can also occur if there isn’t a dedicated advocate or IT champion within your Baltimore company to liaise with the IT support provider. Without a proactive contact, the provider may struggle to implement beneficial changes, and their recommendations might be ignored.

Moreover, some IT support providers may not be well-equipped to handle the specific needs of certain industries. For example, financial firms, legal practices, CPAs, and medical practices often seek providers with experience in their particular sector.

Ultimately, choosing an IT support provider should be a mutual decision and considered a partnership. A reputable IT company will be clear about their suitability for your needs from the start, and you should be equally transparent with them.

There are a few effective methods to find good IT support providers that suit your needs. One approach is to consult independent review sites such as Clutch, which offer unbiased, third-party reviews from actual clients (full disclosure: Integris has a 4.9-star rating on Clutch). Additionally, you can seek recommendations from reliable business associates and partners for MSPs they have worked with.