Solutions / Help Desk
Concierge IT Support
Embedded, Flexible, and Fully Aligned with Your Team
Some businesses need more than remote Help Desk services. They need presence. Coverage. Someone in the room when systems blink or when leadership needs clarity now, not after a ticket. ATS Concierge IT Support delivers hands-on expertise, flexible staffing, and strategic continuity—all without requiring you to hire or manage an internal team.
We’re not a call center. We don’t just respond to tickets. We’re a technology partner embedded in your day-to-day IT operations.
What Is Concierge IT Support?
Concierge IT Support is a staff augmentation solution built around your organization’s structure, not ours. That means:
- A technician (or team) operating on-site or hybrid from within your environment
- Support workflows aligned with your ticketing, escalation, and reporting rhythms
- Strategic oversight and consultation from ATS advisors
- White-glove issue handling and high-touch user service
This isn’t a package we hand off—it’s a relationship we build.
Who Uses Concierge IT Support?
When internal IT can’t scale or hiring isn’t feasible, organizations turn to staffing firms or rotating support contracts. What they get with these firms: inconsistent quality, shifting personnel, and knowledge gaps that lead to costly missteps.
ATS Concierge is different. Our technicians are based in the U.S., trained in regulated industry standards, and accountable to both you and our internal service quality benchmarks. We bring institutional memory, continuity, and real accountability.
Organizations use ATS Concierge Help Desk when:
- Support must be deeply aligned with internal teams, not transactional
- Compliance documentation, escalation response, and continuity are essential
- Teams operate in GCC or GCC High environments that require vetted, U.S.-based personnel
- There’s a need for long-term partnership without full-time hiring
It’s especially effective for:
- Government contractors with secure environments
- Growing mid-market or enterprise businesses with complex support demands and lean IT teams
- Financial institutions with strict audit trails
- Healthcare organizations with HIPAA-aligned workflows
ATS Concierge Support vs. Traditional Outsourced Help Desks
What You Get With ATS Concierge IT Support
On-Site or Hybrid Resources
Choose the presence model that matches your environment. Whether fully embedded or hybrid, your ATS technician operates as an extension of your internal team.
Strategic Oversight
Partner with ATS advisors to align IT support with business goals, compliance obligations, and growth planning. We’re not just solving problems—we’re positioning your IT function for scale.
White-Glove Escalation
Concierge clients receive priority attention, dedicated escalation pathways, and personalized communication workflows.
Proactive, Tiered Service Delivery
Our Concierge tier includes all capabilities from the Premium Help Desk plan—including remote support, endpoint protection, backup and restore, user onboarding, supported third-party software assistance, phishing awareness training, and field technician dispatch.
Staff Augmentation Without the Gaps
No churn, no contractor handoffs. Just a known technician who understands your systems, users, and expectations.
Who Concierge Support Is For
We support organizations across industries and stages of growth:
- Require on-site or hybrid support presence
- Require on-site or hybrid support presence
- Need SLA-backed performance for leadership and audit visibility
- Are scaling and need stable support without expanding headcount
- Want Help Desk service to evolve with business needs, not just resolve tickets
Concierge
$150 / User / Month
- Includes all features from the Premium Tier
- Embedded technician resources (on-site or hybrid)
- Strategic consultation and planning
- Custom SLAs and response protocols
- White-glove escalation handling
- Fully documented workflows and reporting
How ATS Concierge Support Works
1. Discovery
We learn how your team works, where gaps exist, and how best to embed our technician into your day-to-day IT operations.
2. Scope And Tier Matching
We confirm the right tier, number of users, hybrid/on-site model options, and SLAs.
3. Onboarding
We introduce your team to their assigned resource, walk through ticket intake and communication workflows, and conduct readiness testing.
4. Operational Launch
Support begins with a fully trained, fully integrated technician. All activity is tracked, escalated, and reviewed against SLA targets.
5. Continuous Support And Growth
Your ATS account manager conducts regular reviews to evolve coverage and anticipate needs before they disrupt operations.
Built for Regulated Industries
Concierge support isn’t just about convenience—it’s designed for organizations where compliance isn’t optional and documentation isn’t a formality. ATS operates with a security-first mindset across every tier of service, but nowhere is that more visible than in our Concierge model.
We support clients subject to HIPAA, CMMC, NIST 800-171, GDPR, PCI, GLBA, and Microsoft GCC and GCC High requirements—not just with technical expertise, but with process maturity. That means access controls, audit readiness, role-based credential handling, and reporting that stands up to real oversight.
When your environment demands structure, accountability, and a partner who understands why “close enough” isn’t good enough, ATS is already there.
Start Building A Better Help Desk
When you’re ready to move beyond ticket queues and revolving agents, ATS steps in with the continuity, presence, and partnership your team deserves.
Let’s build a support model that fits.
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Working with ATS is a breath of fresh air. ATS takes our information security concerns seriously and advises us how to avoid potential pitfalls with both hardware and software. We are beyond thrilled with ATS and only wish we had selected them a year earlier.
Joseph A. Appelbaum
President & CEO, Potomac Companies, Inc.
ATS has been our trusted partner in recent upgrades we have made to our IT infrastructure and cyber security. Their account management, project management, and technical teams have all provided top-notch service, guiding us to make informed decisions, managing timelines for multiple projects, and most of all, listening to our needs and making recommendations based on our unique work environment. During the transitions, they have kept us operating smoothly and provided quick and helpful support through their Help Desk.
Amy Gavin
Nutrition.org
I just wanted to take a moment to reach out and thank you for the excellent service you and your team have provided with the hosted SIEM solution. AlienVault is great, but the real value comes from your partnership. The appliance would not do nearly as much for us without your monitoring and consulting services. You have always been on top of things and there for us whenever there is an incident. I feel confident in that our network is secure and I am able to report that our board and clients with full assurance.
Chris Hansford
EducationWeek.org