IT Helpdesk Services
Friendly. Knowledgeable. Fast. Local.
24/7 Support from Our In-House Team of IT Experts
Looking for round-the-clock technical support that maximizes your uptime? Our helpdesk solution keeps your company running efficiently and eliminates IT headaches.
Our in-house team of knowledgeable IT technicians and engineers are located in our Peoria, IL headquarters. We don’t outsource our helpdesk. When you call Facet, we answer our phones live to provide a fast response and a higher level of service for our clients.
We know business happens after 5PM, so we include after hours and weekend helpdesk support for all our managed services clients.
Our Helpdesk Assists With:
- Network Troubleshooting
- Onboarding and Offboarding Users
- Email Issues and Spam Filter Issues
- New Equipment Configuration
- Workstation Issues
Having computer trouble? We are happy to help and specialize in making recurring issues disappear!
Remote Helpdesk and Onsite IT Support
We ensure prompt service for our customers. We resolve the vast majority of issues through seamless and fast remote support. However, if an onsite visit is required for hardware repairs or other requests, we move quickly to dispatch a technician to your location. We do not charge a fee for onsite service as part of a managed services agreement.
We thoroughly document every request and all the work done on your systems. This ensures that our helpdesk team knows your systems inside and out, and allows us to respond faster to requests. We also meet with our clients quarterly to review your satisfaction with our IT and helpdesk services.
Secure and Compliant Helpdesk Solutions
We don’t take shortcuts that compromise your company’s security. Our first priority for our customers is an attack-resistant network. This includes cybersecurity protections, backups, and layered security.
Our helpdesk uses secure methods to provide remote support, and you can specify which of your team members are authorized to request help. Your security and satisfaction are our goals.
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Why Central Illinois businesses trust Facet’s helpdesk
You get the same technicians every time. They know your systems because they built them. When disaster strikes at midnight, they answer the phone. Your monthly cost stays predictable while your problems get solved.
We’ve been doing this for 30 years in Peoria—long enough to know that helpdesk quality shows up in response times, not marketing promises.
Facet Technologies provides IT helpdesk services to businesses throughout Peoria, Bloomington-Normal, Springfield, and Central Illinois.
Frequently Asked Questions: Helpdesk Services
What makes your helpdesk different?
Three things: Location, knowledge, motivation.
Location: 100% in-house. Peoria office. No overseas call centers, no contractors reading scripts.
Knowledge: Your technician knows your network. They built it, monitor it, document it. No starting from scratch each call.
Motivation: They care about fixing problems, not ending calls fast.
What response times do you guarantee?
8AM-5PM Monday-Friday: Live human answers immediately. Trained to triage, route, and often resolve on first contact.
After hours: 24/7/365 on-call technician for emergencies. Real Facet employee, not answering service.
Is helpdesk support charged per ticket?
No. Your monthly rate covers unlimited support calls. Whether you need help twice a month or twice a day, the price stays the same. You’ll never hesitate to call because you’re worried about the bill.
What types of issues can your helpdesk handle?
Anything that involves technology in your office:
- Password resets and account lockouts
- Application crashes and software errors
- Email problems and connectivity issues
- Printer configuration (yes, we know printers are terrible)
- Network failures and slow performance
- Mobile device setup and synchronization
- Hardware troubleshooting
If it plugs in, connects wirelessly, or lives in the cloud, we fix it. If it requires an on-site visit, we handle that for you as well.
What about after-hours calls?
You call our emergency line. A Facet technician answers (not an answering service), logs into your systems remotely, and starts fixing the problem. No waiting until morning. No “we’ll get back to you.”
Do you escalate complex issues or resolve everything in-house?
When something requires deeper expertise, it goes to our senior engineers—who also work in our office, and receive any information about your ticket from our helpdesk staff. The handoff is seamless. You’re not explaining your problem to a third party.
Can your helpdesk work alongside our internal IT staff?
Yes. For many of our co-managed clients, we field the routine tickets—password resets, basic troubleshooting, printer anger management—so your IT person can focus on projects that grow your business. Or we cover nights and weekends so they can have a life.
What kind of documentation do you maintain?
Complete records. Every ticket, every fix, every configuration change goes into our system. When your account manager is on vacation and you call about that weird server issue from three months ago? The tech who answers already has the full history.
Can you provide helpdesk support for businesses outside Peoria?
Our clients span Central Illinois and beyond. Remote support works anywhere with internet. We also provide on-site service when the situation requires it.