Levels of Employees
We have four levels of employees engaged in IT support. Our level one support is a Help Desk Technician. This job answers support request calls. We attempt to resolve problems at this level. Our next step in support is a Network Support Technician. This position is boots on the ground solving problems in the client’s work place, installing computers, networks, etc. The Senior Engineer directly supports some clients, designs systems working with a Technician, and assists with complex problem solving. Pat McKay, co-owner and Chief Technologist generally works on a more macro scale finding and testing new technologies. He also personally manages our largest client.
Our Process
We use a relational database to perform CRM functions, enter work orders, create invoices, and track open orders. We also use a wiki that contains important information for the tech people. All the information they may need to support clients, or to work with vendors is maintained in one central spot. Having current information at their finger tips makes trouble shooting fast and less frustrating.
Goals and Expectations
Our goal is to become the IT department for small businesses in the Iowa City area. Being a full service provider makes Keystone IT unique in the market place. Keystone IT is a special company made up of hard working people who have technology in their blood. We deploy the latest technologies, so we need people who love to learn and implement these technologies. Our people are also special because they thrive on the independence they have in scheduling their work in support of our clients. In doing so, they also build personal relationships based on trust and respect. This makes their jobs fun and rewarding.