Solutions / Help Desk
Remote Help Desk Support
Real Support Wherever Your Team Works
ATS Remote Help Desk Services deliver responsive, U.S.-based IT support to your users, no matter where they are. Whether your team is fully remote, hybrid, or distributed across multiple offices, we provide professional Help Desk coverage that solves problems quickly and keeps everyone productive. All support is delivered from our team in Atlanta, Georgia, with documentation, escalation handling, and reporting built in from day one.
Why Remote Help Desk Support Matters
Remote and hybrid work environments require more than availability—they require consistency, security, and accountability. When users can’t access files, log in, or get software to run correctly, they need answers fast. But internal IT teams can’t always respond at scale.
ATS solves that gap with dedicated Help Desk support delivered remotely, clear service tiers, and trained technicians. Every issue is tracked, resolved, and documented, so users can work uninterrupted, and your leadership team stays informed.
What We Handle Remotely
ATS’ Remote Help Desk team is equipped to support users across platforms, devices, and locations. Whether your staff works from home, travels, or splits between offices, we resolve issues through secure remote channels.
Support includes:
- Password resets and lockouts
- Microsoft 365 and approved third-party software troubleshooting
- Remote access (VPN), firewall, and DNS support
- Patch management and endpoint protection
- Ticket logging, documentation, and escalation handling
- Backup restore requests
- Device performance issues and connectivity problems
- OS and system support
- Security awareness training
- User onboarding and offboarding
All services are delivered remotely and aligned to your selected ATS service tier.
Help Desk Plans That Fit Any Team
Remote support is available across all four ATS Help Desk service tiers. Each level adds capabilities while maintaining our remote-first response model.
Software
$35 / User / Month
Start with the essentials:
- SentinelOne Endpoint Protection
- Cisco Umbrella Web Security
- NinjaOne Patch Management
- Software Sales and Licensing Support
Essential
$65 / User / Month
Step up to full foundational support:
- All Software Tier Features
- Microsoft Support (365 Suite)
- Basic Network Connectivity Troubleshooting
- Secure Data Storage and Recover with Cloud Backups
- Identity and Access Management
- Centralized Reporting and Dashboard Visibility
Premium
$100 / User / Month
Support your stack end to end:
- All Essential Features
- Operating System Support for Windows, macOS, and Linux
- Troubleshooting for Supported Third-Party Software
- Security Training and Awareness Programs
- Field Service Technicians
Concierge
$150 / User / Month
High-touch, embedded IT:
- All Premium Features
- Dedicated Support Resources Embedded Within Your Team (On-Site or Hybrid)
- Tailored Planning and Strategic IT Augmentation
- Executive Reporting and IT Leadership Alignment
How Remote Support Works at ATS
We make it simple to start and scale remote Help Desk services across your organization. Every client is supported by a named client success manager and a documented support structure.
1. Discovery and Scope
We review your ticket history, user needs, time zone coverage, and risk profile.
2. Plan Selection
Choose the service tier that fits—or work with us to identify what coverage you actually need.
3. Support Configuration
ATS sets up remote workflows, escalation paths, and access handling based on your chosen tier.
4. Client Onboarding
Your client manager walks your team through the support experience and coordinates communication from day one.
5. Go Live + Continuous Improvement
Tickets start flowing, and we track metrics, feedback, and patterns that call for attention.
Who Remote Help Desk Support Is For
ATS supports a wide range of organizations with distributed teams and limited IT bandwidth. We’re a strong fit for:
- Remote-first companies
- Hybrid workforces with limited on-site support
- Regulated organizations needing documented support and audit-friendly practices
- IT departments looking to offload first-line support
- Startups scaling too fast for internal IT to keep up
- Mid-sized businesses with multiple locations
If your team works across time zones, devices, or platforms, remote Help Desk coverage is the most efficient way to deliver consistent support.
Supporting Regulated Industries and GCC Environments
Many of our clients operate in highly regulated environments where documentation, access controls, and platform compliance are non-negotiable. ATS is experienced in supporting organizations in finance, healthcare, or government contracting, or utilizes cloud environments that require GCC and GCC High configurations.
We understand the nuances of restricted data environments, role-based access controls, and policy enforcement. Our Help Desk is trained to operate within those boundaries while delivering responsive, remote support. Whether you’re preparing for an audit, protecting sensitive client data, or supporting CUI, we’ve been there—and we build that into every ticket response.
What Makes ATS Different
U.S.-Based, No Offshoring
All support is handled by ATS technicians in Atlanta. We don’t route tickets offshore or rely on contractors.
Security-Aware by Design
From VPN support to phishing awareness training, security is built into every support interaction, not treated as an afterthought.
Structured to Scale
Whether you’re onboarding five users or 500, ATS offers a predictable, documented support structure with clear SLAs and feedback loops.
Compliance-Ready
We work with organizations bound by HIPAA, GLBA, NIST, and other regulatory frameworks. Our tickets are documented, trackable, and accessible for audit prep.
Transparent Service Tiers
You choose the level of support you need. From entry-level to embedded staff, it’s all mapped clearly.
Ready To Offload The Ticket Queue?
You don’t need to spend time triaging password resets or waiting on delayed third-party callbacks. ATS Managed Help Desk Services step in fast, scale with your team, and provide the clarity your users—and your leadership—are asking for.
Let’s build a Help Desk that works.
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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