Solutions / Help Desk
Field Technician Services
When Remote Isn’t Enough, Count on Real On-Site Support
Even the best Help Desk can’t fix a disconnected switch, deploy hardware in a new office, or patch a device that’s physically offline. ATS Field Technician Services bring trained, U.S.-based technicians directly to your location—on time, fully briefed, and ready to solve the problem.
We work as an extension of your existing support environment, dispatching field resources that operate under your escalation paths, security expectations, and documentation standards. Whether it’s a scheduled deployment or an urgent issue that can’t be resolved over email, we make sure someone qualified shows up—equipped, informed, and accountable.
What Field Technician Services Cover
Our technicians handle hands-on IT tasks that remote support simply can’t address. From first-time deployments to complex recoveries, we provide in-person coverage that fits naturally into your ATS Help Desk model.
Common field technician responsibilities include:
- Device setup, imaging, and decommissioning
- Office moves, buildouts, and temporary site standups
- Workstation and network hardware installation
- Cable tracing, routing, and physical reconfiguration
- On-site troubleshooting for switches, firewalls, and access points
- Secure asset collection for offboarding or compliance
- Coordination with your remote Help Desk team for blended resolution
Our approach isn’t transactional. Every visit is part of a broader support structure—integrated with your tier, your tools, and your internal expectations.
Why On-Site Still Matters
Despite the rise of hybrid and remote work, your infrastructure hasn’t vanished. Physical devices, in-office setups, and compliance-driven systems still need attention. And when something breaks or needs to be changed, someone has to be there.
That’s where ATS comes in.
We step in when internal teams can’t be everywhere at once, and when downtime is not an option. Whether you need a technician next week or right now, we activate support without dragging you into a separate process. No disjointed vendors. No side-channel chaos. Just your support model, extended to the physical world.
Integrated with ATS Help Desk Tiers
Field Technician Services are available as part of ATS’ Premium and Concierge Help Desk plans:
Premium Tier
Clients receive on-demand dispatch coordination. When a ticket requires physical intervention, we scope the visit, schedule the response, and connect the outcome to your Help Desk reporting.
Concierge Tier
Clients have access to embedded or recurring field technician resources. These may be assigned to a specific location, project, or department, delivering consistent in-person coverage as part of long-term augmentation.
Field services operate under the same documentation standards, SLAs, and client communication flows as all ATS Help Desk support. That means no surprise handoffs, no one-off processes, and no disconnected documentation.
Who Uses ATS Field Technician Services
This service is built for organizations with distributed users, compliance needs, or infrastructure that can’t be handled remotely. Use cases include:
- A financial institution replacing network hardware in multiple branches
- A healthcare provider deploying new endpoint devices across satellite offices
- A remote-first company establishing a secure drop-in hub in a regulated space
- A government contractor conducting on-site equipment validation for CMMC audit prep
- A fast-growing firm needing temporary embedded IT coverage during staffing transitions
Whether you need a technician once a quarter or a steady presence at multiple sites, we align our approach to your timeline, geography, and tier.
Why ATS
We’re not just showing up. We’re showing up with context.
Our technicians arrive briefed, equipped, and connected to your existing support structure. That means less time explaining and more time resolving. What sets us apart:
U.S.-based technicians with proven experience in high-trust, high-security environments
Regionally dispatched coverage—we support clients across the country
Documentation-first process—every visit, task, and outcome is tracked in your Help Desk instance
Alignment with regulated industries—HIPAA, CMMC, NIST, GDPR, PCI, ISO 27001, and GLBA focus
Escalation-ready—connected to your internal leads and our own senior engineers when needed
How It Works
Bringing in Field Technician Services is simple, because it’s part of the Help Desk you already use.
1. Trigger
Premium clients: Escalate a ticket that requires on-site resolution Concierge clients: Pre-schedule or embed support from day one
2. Scope and Schedule
We determine what’s needed, when, and where, based on issue type and access requirements
3. Dispatch
ATS assigns the appropriate technician and dispatches under SLA, including site-specific security instructions if applicable
4. Execute And Document
Work is completed and logged within your Help Desk environment, with clear resolution notes, next steps, and escalation if required
Compliance-Ready, On the Ground
When you’re operating in GCC or a compliance-bound space, field services aren’t a side note—they’re a potential audit risk. That’s why we design on-site support to meet the same standards as remote operations.
We handle:
- Chain-of-custody asset return
- Secure device reimaging or decommissioning
- Physical access documentation
- Hardware validation aligned with compliance frameworks
- Direct integration into regulated documentation environments
Our technicians support teams that are held to high standards, and we bring that mindset to every visit.
Need Feet On The Ground? We’re Already There.
Field Technician Services give you real-world coverage for real-world support challenges. Whether it’s a routine deployment or a sensitive infrastructure need, we extend your Help Desk into the places remote support can’t reach.
Ready to build a more complete support model?
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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