You have a new IT team. Here is how to work with us.
This page is for new OmniTech customers and employees. Watch the welcome video, learn how to request support, and see what to expect as we get your environment documented, secured, and cleaned up.
Use the right path so we can help faster.
Tickets give our team the detail and tracking we need. Calls are best for urgent problems that are actively interrupting the business.
Submit a ticket
Use the support portal for normal requests: computer issues, account changes, software problems, printer issues, access requests, and questions.
Email support
You can also email [email protected]. Include what is happening, who is affected, and the best way to reach you.
Call for urgent issues
If there is an outage, security concern, or major business disruption, call us at 319-222-4485. That helps us triage it quickly.
Keep these handy.
These are the links most new customers use during onboarding and day-to-day support.
A good ticket saves back-and-forth.
You do not need to diagnose the issue. Just give us enough detail to understand the impact and where to start.
✓ Tell us what changed
Examples: a password changed, a new computer was installed, a system updated, a user moved desks, or the issue started after a reboot.
✓ Tell us who is affected
One person, one department, one location, or the whole company. That changes how we prioritize and who we contact first.
✓ Include screenshots when useful
If there is an error message, attach a screenshot. If the issue is intermittent, include the approximate time it happened.
✓ Pick the right urgency
If work is completely stopped, say that. If it is annoying but you can keep working, say that too. Clear impact helps us triage fairly.
The first few months are about getting control and reducing surprises.
Every environment is different, but this is the general path most new OmniTech customers can expect.
Kickoff
We confirm key contacts, locations, systems, vendors, priorities, and how your team should request help.
Access and discovery
We gather the access needed to support users, review systems, document the environment, and identify immediate risks.
Documentation
We build a clearer picture of users, devices, networks, cloud services, vendors, passwords, policies, and support history.
Cleanup and stabilization
We start addressing weak spots, old access, unsupported systems, backup gaps, security basics, and recurring problems.
Ongoing rhythm
We settle into normal support, reviews, project planning, security improvements, and regular communication with your leadership team.
A few things everyone should know.
These basics help us support your team without slowing anyone down.
We may ask to verify you
For password resets, account access, or sensitive changes, we may verify your identity before making the change.
We will not ask for your password
Do not send passwords by email or chat. If access is needed, we will use approved tools and secure processes.
Report suspicious messages
If an email, link, attachment, login prompt, or phone call feels off, report it. It is better to ask than to guess.
New customer FAQs
What is the best way to request help?
Use the support portal whenever possible. Emailing [email protected] also creates a request. If the issue is urgent and actively disrupting the business, call 319-222-4485.
What should I include in a ticket?
Include what is happening, who is affected, when it started, what device or system is involved, and any screenshot or error message you have.
When should I call instead of submitting a ticket?
Call when there is an outage, security concern, major disruption, or something time-sensitive that cannot wait in the normal ticket queue.
How does remote support work?
If we need to see or control your screen, we will direct you to the remote support link. Only start a remote session when you are actively working with OmniTech.
Will OmniTech make changes right away during onboarding?
Some urgent items may be addressed quickly. Larger changes are usually planned after discovery so we understand the environment and avoid creating new problems.
What happens during the first few months?
We gather access, document systems, review security and backups, identify recurring issues, clean up what needs attention, and settle into a normal support rhythm.
Who should submit tickets?
That depends on your company’s internal process. Some customers allow every employee to submit tickets. Others route requests through managers or internal points of contact.
Can I use the billing portal from this page?
Yes. Use the billing portal link for invoices, payments, and account billing details. For billing questions, you can also contact [email protected].
If something is broken, start with a ticket.
If the issue is urgent or causing a major disruption, call us. Otherwise, the support portal is the cleanest way to get the request moving.