Managed IT Support Instructions
Follow These Instructions to Get Support
Preferred Method
Computer "Tray" Icon
- Click on this "KT" icon (pictured to right) on your computer taskbar to quickly create an email support ticket request.
- The tray icon also provides useful information about the workstation to assist our technician.
Additional Methods
1. Email HelpDesk - helpdesk@ktconnections.com
- In the email please describe your issue and the severity as it relates to your job function. Also, include any error messages via screen shots with the time included if applicable.
- If you are not readily available, please state the date and time when you are available for a technician to work with you.
- After you send an email, you will receive a return email with a ticket number – this is our way of saying "triage got your request and will be assigning a technician to work on your issue."
- Keep track of the ticket and ticket number so that you can follow up with any questions and updates about that issue.
- We recommend that you do not email a technician directly, as they may be out of the office, assigned to a project or even on vacation. Using helpdesk@ktconnections.com will ensure the NEXT available technician will be there to help.
2. Call Directly - 888-891-4201
- When you can’t submit an email because your PC won’t connect, the internet is down, etc.
- If there is an emergency. For example; the entire network is down, nobody can receive email, or the server is down. Any issue that is affecting all/most staff.
- When you call select option for Service, triage/dispatch staff will take these calls. Please identify yourself and provide the business name.
- Explain your issue and severity of the issue as it relates to your job function.
- A technician will be assigned to your case and will help resolve the issue as quickly as possible.
3. Support Form
You can also contact us using our support request form located below.
Emergency After Hours Support
- Use same number for emergency support outside the normal KT Connections support hours of 7 a.m. to 5 p.m. MST, Monday-Friday. Do not email for afterhours support!
- Follow the prompts for after-hours service and you will reach our call center. They will collect your information and forward that information to the technician on call.
- The technician will contact you in a timely manner and begin resolution of your emergency issue.
Please keep in mind that after-hours support is intended for emergencies that are critical and impactful in nature.
