IT help desk · Southwest Florida
IT Help Desk Support for Southwest Florida Businesses
Your IT person shouldn’t also be your office manager.
NerdSquad Managed IT Services runs your IT help desk: call or text, email, chat or open a ticket, and a Naples-based team fixes it remotely or comes onsite. Every request is logged, prioritized by business impact and backed by an industry-leading SLA.
Reach us
Call, text, email, chat, portal
Triage
Four priority levels
Onsite
Included on managed plans
Coverage
Business hours to 24/7
01 · Plain English
What is a managed IT help desk?
A managed IT help desk is the team your staff contacts when technology gets in the way of work: a password that won’t reset, a printer that’s offline, a new hire who needs a laptop by Monday. Instead of one in-house person juggling it all, or calling whoever answers, you get a team with your systems documented and every request tracked to the finish.
Many small businesses end up with an “accidental IT person”: the office manager, the owner or the most tech-savvy employee. It works until that person goes on vacation, gets busy or leaves. The departure of an IT person is one of the most common reasons businesses call us.
We’re a Managed Service Provider (MSP) based in Naples. Our help desk is the front door to everything else we do, from security to backups to Microsoft 365, so the person fixing your problem can see the whole picture.
What the help desk handles
🎧
Remote support
Most issues are fixed remotely, often while you’re still on the phone. We see the device, so you don’t have to describe what’s on the screen.
🚗
Onsite support
When it needs hands, a technician from our Naples team comes to you. Onsite visits are included on managed plans.
👋
New hires and departures
Accounts, laptops, email, MFA and access set up before day one, and everything shut off cleanly when someone leaves.
🔑
Passwords, MFA and access
Lockouts, password resets, new phones for MFA and permission changes, handled with identity checks so attackers can’t talk their way in.
📧
Microsoft 365 and Google Workspace
Email, calendars, shared mailboxes, Teams, OneDrive and Google Drive questions and fixes.
🖨️
Printers, phones and Wi-Fi
The everyday things that stop work: printers, scanners, desk phones, Wi-Fi and conference room gear.
🧩
Vendor wrangling
Practice management, accounting or CRM software acting up? We call the vendor, speak their language and stay on it until it’s fixed.
📊
Ticket history and reviews
Every request is logged. In quarterly business reviews we look for patterns, like the laptop that keeps failing, and fix the cause.
02 · Now serving
How tickets are prioritized
Not every request is equally urgent. A server outage that stops the whole office goes ahead of a request to add a shared calendar. Every ticket gets one of four priority levels based on business impact, which decides the order of the queue.
Now serving
Help desk queue · Tuesday
Critical
Server down, nobody can work
Ticket opened + phone call · whole office
Now serving
High
Front desk locked out of email
One person can’t work
Next up
Medium
Laptop slow but usable
Workaround in place
Queued
Medium
New hire starts Monday
Account, laptop and MFA
Scheduled
Low
Add a shared calendar
Nice to have
Queued
Illustration. Priority decides the order of the queue. Response targets for each priority level are written into your service agreement.
Critical: the business has stopped
Operations have stopped or are severely impacted, and work can’t continue until it’s fixed.
A server is down and people can’t work
Point-of-sale or payments are offline during business hours
An active cybersecurity incident
Email is down for the whole organization
You can’t reach client or patient data
Submit the portal form and set it to Critical, or email support with CRITICAL as the first word of the subject. Then call 239-465-0079 so a person knows right away. A text can’t be marked Critical.
03 · No hoops
Ways to reach the help desk
The faster you can tell us something’s broken, the faster we can fix it. So there’s no single “right” way to contact us. Use whichever is easiest at the moment.
📞
Call
The fastest route for most issues. Call or text 239-465-0079 and we’ll open the ticket for you. Texting is handy for quick questions and photos of an error message.
✉️
Email the support address you’re given at onboarding from your registered address. Put “CRITICAL” at the start of the subject line for urgent issues.
💬
Chat
Chat with us from our website or the support portal. After hours, the chat becomes a ticket automatically.
🎫
Support portal
Open tickets, set the priority, add comments and see your full ticket history in one place.
Before we make changes, we verify who’s asking. It’s a small step that stops attackers from calling the help desk pretending to be you.
04 · When we’re on the clock
Coverage hours by plan
Every plan includes the help desk and onsite support. What changes is the window. Pick the one that matches when your people actually work.
Endpoint Starter
Monday–Friday, 9 a.m.–5 p.m.
For offices that keep regular business hours.
Endpoint Pro
9 a.m.–8 p.m., seven days a week
For teams that work evenings, weekends or from home.
Endpoint 360
24/7, including weekends and holidays
For firms that can’t wait until morning, with 24/7 security monitoring.
Free checklist
Still waiting on your current IT provider to call back? Get our 5-point IT ghosting checklist, plus a message that gets their attention.
05 · What happens when you call
From “it’s broken” to fixed, and then fixed for good
A good help desk doesn’t just close tickets. It notices when the same problem keeps coming back and gets rid of it.
01
You reach out
By phone, text, email, chat or the portal. We confirm who you are and open a ticket if you haven’t.
02
We triage
We set the priority based on business impact, so the most urgent problems are worked first.
03
We fix it
Remotely when we can, onsite when we can’t. If a vendor is involved, we handle the call.
04
We close the loop
You’ll know when it’s done. Repeat issues show up in your quarterly review with a plan to stop them.
06 · Which plan includes this?
The help desk comes with every managed plan
Help desk and onsite support are part of Endpoint Starter, Pro and 360. The plans differ in coverage hours and how deep the security goes.
What you get
Endpoint Starter
Endpoint Pro
Endpoint 360
Coverage window
M–F 9–5
7 days 9–8
24/7
Help desk and onsite support
✓ Included
✓ Included
✓ Included
Monitoring, patching and EDR
✓ Included
✓ Included
✓ Included
Microsoft 365 / Google Workspace management
✓ Included
✓ Included
✓ Included
Quarterly business reviews
✓ Included
✓ Included
✓ Included
Workstation backup and rapid restore
—
✓ Included
✓ Included
BYOD and hybrid-work support
—
✓ Included
✓ Included
24/7 SOC monitoring and MDR
—
—
✓ Included
Every plan is backed by an industry-leading SLA. Response targets by priority are in your service agreement.
Compare the three plans →Is your “IT person” about to leave?
We can document what they know, take over the accounts and keep everything running through the handoff.
07 · Questions owners ask us
IT help desk FAQ
What does an IT help desk do?
An IT help desk is the first point of contact when technology gets in the way: password resets, email problems, printer issues, new-user setup, software errors and more. A managed help desk also tracks every request, prioritizes by business impact and works with your other IT services so problems get fixed at the source.
How do I contact the NerdSquad help desk?
Call or text 239-465-0079, email the support address you receive at onboarding, use the chat on our website or support portal, or open a ticket in the portal. For critical issues, submit the portal form and set it to Critical, or email support with CRITICAL as the first word of the subject, then call so we know right away.
Do you provide onsite support?
Yes. Our team is based in Naples and onsite visits are included on managed plans. Most issues are fixed remotely, and we come onsite when the problem needs hands, like hardware, network gear or a new office setup.
What hours is the help desk available?
It depends on your plan: Endpoint Starter covers Monday to Friday, 9 a.m. to 5 p.m.; Endpoint Pro covers 9 a.m. to 8 p.m., seven days a week; and Endpoint 360 is 24/7, including weekends and holidays.
How fast will you respond?
Response targets for each priority level are written into your service agreement, backed by an industry-leading SLA. Critical issues go to the front of the queue.
What are ticket priorities?
Each ticket is rated Critical, High, Medium or Low based on business impact. Critical means the business has stopped; Low means help is needed but work can continue. You can set the priority yourself or let us set it after we read the ticket.
Can you support our practice management or accounting software?
Yes. We support the computers, network and accounts it runs on, and we work directly with the software vendor when something breaks so you don’t have to sit on hold.
We already have an in-house IT person. Do you offer co-managed IT?
Yes. With co-managed IT, we work alongside your in-house person, who handles day-to-day requests while we cover security, after-hours support, projects and backup when they’re out. It also protects you if that person ever leaves.
Do you work with businesses outside Naples?
Yes. We’re based in Naples, and we serve businesses across Southwest Florida, including Fort Myers, Cape Coral, Estero, Bonita Springs and Lehigh Acres. Remote support works from anywhere.
Is help desk support available without a managed plan?
Our help desk is built around managed plans, because knowing your systems ahead of time is what makes fixes fast. Tell us what you need and we’ll recommend the right fit.
By industry
Medical offices, advisers, law firms and retailers all have different “drop everything” moments. We learn yours.
Near you
We’re based in Naples. IT help desk pages by city:
Help desk
See what support should feel like
Tell us how IT support works in your office today and what’s frustrating about it. We’ll show you how we’d handle it, in plain English.
A quick look at how requests are handled today
Which plan and coverage hours fit your team
A plan for onboarding without disruption
NerdSquad Managed IT Services · Naples, FL · 239-465-0079
Talk to the help desk
A real person reads every message. Please don’t send passwords or sensitive data.
