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Support Services

Help Desk
Support Services

Help Desk Support Services is the area in which we often make the most immediate impact. We take pride in our ability to quickly respond, and resolve problems that impact the ability of your staff to perform their work.

HIPAA-Certified Technicians

Whether you are a physician overseeing a single location or a full-service hospital, our HIPAA certified Help Desk IT Specialists are ready to solve any of your technical needs. For large, full service hospitals, free up your existing IT department so that they can focus on other critical projects and let SecureNetMD deliver exceptional Tier I and/or Tier II level support for your IT team. We pride ourselves on delivering some of the highest first level resolution (FLR) rates in the industry with our 24×7 Healthcare IT Help desk Support.

Help Desk Remote Support

(Monday – Friday, 7AM-5PM)
We provide IT Support services via telephone, remote access or on-site dispatch to resolve technology problems reported to us by you, or detected by our network monitoring systems. Highest service priority is provided to the SecureNetMD clients covered with a service plan and then by problem severity.

After Hours Support

Mission Critical
Our Managed Care and Managed Complete plans include after-hours support, providing peace of mind to organizations that rely on mission critical performance. The time to resolve a reported issue will vary depending on the nature and severity of the problem, but we work diligently to resolve issues as quickly as possible.

Vendor Management (Support Related)

SecureNetMD often works with vendors that provide various IT related services for our clients. As your primary IT support provider, we will work with any vendor on your behalf to expedite problem resolution or to direct changes needed to complete related project work. Vendor management performed by our help desk support team is covered by both the SecureNetMD Managed Care and Managed Complete service plans. Vendor management performed by our Project Services team is covered by our SecureNetMD Managed Complete plan.

Interested in superior Help Desk Support for your Healthcare organization?


Managed services provide your business the ultimate peace of mind knowing that you have a team of knowledgeable engineers standing by to proactively alert you when a problem arises, as well as the technical resources needed to resolve an issue swiftly reducing downtime.


Traditional break/fix models work well for smaller organizations with a simple network and infrastructure. However, as businesses grow, so does the complexity of their technology. Reduce the overhead of hiring IT staff and increase your access to SME (Subject Matter Experts) with a convenient flat rate fee every month. Our engineers will proactively manage your network, saving your business time and costs.


Move away from the traditional break/fix technology model that typically costs an enormous amount in both downtime and money whenever an issue arises. With managed services, you get access to our award-winning team for a fraction of the cost of hiring full-time IT staff to fix your technology issues. Bring a balance to your IT budget and get peace of mind with our Managed IT solutions.

This solution remains HIPAA-compliant

The Health Insurance Portability and Accountability Act is the U.S. legislation that sets standards for the secure handling of sensitive medical information. Therefore, HIPAA not only applies to your organization’s medical staff, but also IT service providers like us in order to protect any trace of electronic health records while services are being performed or maintained. Information Technology has become a vital part of healthcare, and the industry requires by law special care.