Unlocking the Mystery of IT Support: A Comprehensive Guide to Understanding What IT Support Is and How It Can Help Your Business

March 22, 2023 | By: Scott Lard

In today’s digital age, businesses rely heavily on technology to operate and compete in the marketplace, regardless of their size. This increased reliance on technology for businesses small to large has made IT support a critical component of business operations.

IT support refers to the assistance and maintenance provided to a place of business for its computers, networks, software applications, and other forms of information technology. Here we’ll explain what IT support is, the different types of IT support available, and how it can help your business.

The definition of IT support is a selection of services provided by third-party IT professionals to businesses and organizations in an effort to help ensure the successful operations of their computer systems, networks, hardware, and software applications. IT support typically includes the installation, maintenance, and troubleshooting of both hardware and software to ensure that systems are running as efficiently and effectively as possible. IT support also includes the development of an IT plan for managing cybersecurity to help protect against cyber threats and ensure data security. 

Types of IT Support

There are many varieties of IT support available, and business owners can choose which methods of IT support are ideal for their organization based on their specific needs and work process. These types of support include:

Help Desk Support

Help desk support provides assistance to end-users by helping resolve technical issues. Requests for help are submitted by the company and answered by experienced professionals. Help desk IT support can be provided through phone, email, or live chat, and it can include troubleshooting, general problem-solving, and technical support. 

On-Site Support

On-site support is where IT professionals come to the companies’ premises to provide hands-on technical assistance. This type of support is useful for resolving hardware or equipment issues, network problems, and software application failures, especially when the company doesn’t have the on-staff means, such as a dedicated IT employee, to help resolve something tech-related.

Remote Support

Remote support is a form of IT help in which an IT technician provides assistance to businesses remotely over a web application. This can be helpful for resolving software issues, troubleshooting a variety of general issues, and performing routine system maintenance such as updates and product upgrades.

Cybersecurity Support

Cybersecurity support involves the protection of computer systems, networks, servers, and software applications from cyber threats. This support includes implementing security measures such as firewalls, antivirus software, and intrusion detection systems to protect against cyber attacks. It can also include educating employees on online best practices to avoid things like phishing scams, minimizing overall risk.

Network Management

Network management is essential in monitoring and maintaining the network infrastructure of a business. This includes configuring network devices, monitoring network performance, and identifying and resolving network issues.

Backup and Disaster Recovery (BDR)

Ensuring that business data is backed up and can be quickly recovered in the event of a disaster such as a cyberattack, hardware failure, or natural disaster is extremely important for businesses of all kinds. IT services providers often offer their clients BDR solutions in conjunction with additional IT support. This can include a regular cloud backup, access to a dedicated IT support team in the event of an issue, and more.

Cloud Services

Cloud services involve an IT support company providing businesses with access to cloud-based computing resources such as software, storage, and computing. Typically, providers can offer a complete cloud-based solution along with the tools to use, manage, and thrive with it.

Hardware and Software Maintenance

IT support doesn’t just include a provider selling businesses products and services. It also involves maintaining and updating IT hardware and software to ensure that they are running smoothly and are up-to-date with the latest security patches and upgrades.

IT Support Technology & Tools

IT support providers utilize a range of tools and technologies to help businesses manage their IT infrastructure and provide support to end-users. Some of the most common tools and technologies used in IT support include:

  • Remote Access Software
  • Help Desk Software
  • Network Monitoring Tools
  • Security Software
  • Virtualization Software
  • Cloud Computing Services

These tools and technologies can help businesses improve the efficiency and effectiveness of their IT support operations, reduce downtime, and enhance end-user satisfaction.

How Can IT Support Help Your Business?

With the help of IT support teams and the tools and technologies they can provide, businesses can benefit in a variety of ways. These include:

Improved Efficiency

IT support can help businesses improve efficiency by ensuring that computer systems, networks, and software applications are running effectively and at peak performance. This can lead to increased productivity, faster response times, and better customer service for the business as a whole, even if the organization has in-house IT staff. With the help of third-party IT technicians, in-house IT professionals can focus on other aspects of their work to boost the business’s overall productivity.

Cost Savings

By outsourcing IT support, businesses can save money on hiring and training internal IT staff, as well as on hardware and software maintenance costs. Most providers in the field of IT support offer a Service Level Agreement (SLA), an overview and contract of all services the IT support provider will handle and at what cost. This allows businesses to better plan things financially and see the cost benefits ahead of time.


IT support can help businesses protect against cyber threats by implementing cybersecurity measures such as firewalls, antivirus software, and intrusion detection systems. More than basic antivirus programs, fully managed IT support can offer unparalleled protection against cyber threats.


IT support can help businesses scale their operations by providing technical support and assistance as the business grows. This allows businesses to upgrade or scale back on their workforce as needed without having to invest in internal employees.

Cost of IT Support

What is Cost for IT Support

The cost of IT support can vary widely depending on several factors, including the size of the business, the scope of services required, the location of the business, and the level of expertise required. Some IT support providers charge an hourly rate, while others offer fixed-price packages based on the services required. 

For small businesses, basic IT support services such as help desk support and software maintenance may cost anywhere from $50 to $150 per hour. More complex IT support services such as cybersecurity and network maintenance may cost between $100 and $300 per hour.

For large enterprises, the cost of IT support can be significant due to the complexity of their IT systems and the high level of expertise required. The cost of IT support for large enterprises can range from several thousand to hundreds of thousands of dollars per month.

It’s important to note that while the cost of IT support may seem high, it is often more cost-effective than attempting to manage IT systems in-house. By outsourcing IT support, businesses can save on the cost of hiring and training IT staff, as well as on hardware and software maintenance costs. Additionally, IT support providers can help businesses avoid costly downtime and security incidents by proactively monitoring and maintaining IT systems.

Qualifications to Consider When Looking For an IT Support Provider

When looking for an IT support provider for your business, it is essential to ask questions and do research to ensure that the provider has the necessary qualifications and experience to meet your IT support needs. Here are some qualifications to look for:

  • Industry Certifications – Look for IT support providers who have industry certifications that demonstrate that the provider has the necessary skills and knowledge to provide the IT support services your business needs.
  • Experience and Expertise – Look for providers who have experience in your industry and have a track record of providing high-quality IT support services. Providers with expertise in specific areas such as cybersecurity, cloud computing, and network management can provide specialized support services to meet your business’s specific needs.
  • Customer Support/Service Skills – IT support providers should have excellent customer service skills and be able to communicate effectively with customers. Look for providers who have a dedicated help desk team that is available to provide support services 24/7.
  • Flexibility and Scalability – Look for IT support providers who can provide flexible and scalable support services to meet your business’s changing needs. Providers should be able to adapt to your business’s changing IT support requirements and offer customized support solutions.
  • References and Reviews – Look for someone who has positive references and reviews from other businesses. You can ask for references and read reviews online to gauge the provider’s reputation and the quality of their IT support services.
  • Compliance and Regulatory Knowledge – Look for IT support providers who have knowledge and experience in compliance and regulatory requirements and processes, such as HIPAA, PCI DSS, and GDPR. This is especially important if your business operates in a regulated industry, such as healthcare, government, or finance.

By choosing an IT support provider with these qualifications, businesses can ensure that their IT infrastructure is well-maintained, secure, and reliable, enabling them to focus on their core business activities.

IT support is a critical component of business operations for modern businesses. By utilizing different types of IT support, businesses can improve efficiency, save costs, protect against cyber threats, and scale their operations easily and effectively. If you are a business owner, consider partnering with a reputable IT support provider to help your business thrive.

Contact us today to discuss your new projects!