Helpdesk Information/FAQ’s

RTS takes the responsibility of your technology very seriously. We understand that technology and data are arguably your most valuable business assets.  RTS views this as a partnership with your business. We expect to consistently provide the highest level of service available anywhere in the United States. It is important that you understand we are always your ally and have your business’s best interests at the forefront of our mind.  If you ever have a question or concern on an issue or the status, please notify us immediately. We will answer the question or address the concern as quickly as possible.

We want to provide excellent service to our valued clients, and utilizing our Helpdesk helps ensure that your needs and requests are taken care of efficiently. Our Helpdesk is monitored by multiple people in our office. This allows for a prompt response, even when the person you normally work with is unavailable.

How do I contact the Helpdesk for support?

There are two ways to reach us:

  1. Email –the Helpdesk can be reached via email at helpdesk@robertstechs.com. For information on how to submit requests via email, see FAQ #2.
  2. Phone—the Helpdesk can be reached at 319-774-5380. If you need assistance…
    • During business hours: Our phone is answered live in our Cedar Rapids office during business hours.
    • After business hours: The on-call person should answer. If it rolls to voicemail, leave a message. This automatically alerts RTS via email so we can address your request.

How do I submit a request to the Helpdesk via email?

To submit a request, send an email to the Helpdesk email address (helpdesk@robertstechs.com), not a specific technician/contact. In that email, include the following:

  • Subject line: Give a brief, general description of the issue. This becomes the title on the ticket. Do not forget this step! Without the description in the subject line, the ticket title is blank and may get lost in the requests we receive.
  • Body of email: Give a detailed description of what the issue is. The more detail you can provide in this email, the better we can handle your request. Some details which are important to note include (but are not limited to):
    • Location
    • Username(s)
    • Error message (if applicable)
    • Symptoms of the problem
    • If anyone else at your company has the same issue

For computer related issues, please include the computer name and/or its IP address.

Once you send the request, you will receive an automated response email which includes a ticket number and a message which states your request has been submitted. If we need more information, we will notify you. If not, we will take care of the problem and notify you when it is resolved.

I submitted my Helpdesk request, but I forgot to add something or learned more information about the same problem. What should I do?

If you need to contact us with additional information about your technology issue…

  • Wait for the automated email response from the Helpdesk (mentioned in FAQ #2). There will be a ticket number in the subject line.
  • Click the “Reply” button (this will automatically include the Ticket Number in the subject line of your email), and make sure the Helpdesk email address is a recipient. Add the additional information in the body of the email. This correspondence will be added to the ticket, and it will allow us to quickly see all the related information in one location.
  • Once you have added your new information, click “Send”.

How do I send a screenshot to the Helpdesk?

There is a feature on RTS-supported computers which provides a quick and easy way to send an email message with a screenshot to the Helpdesk. When you send a screenshot to RTS

  • It provides us with a full view of your screen, which gives us a clear picture of the issue/request you need resolved, as well as the date and time the screenshot was taken.
  • It provides us with important information about your computer. This allows us to better understand the situation and helps us resolve it more efficiently, which in turn helps you get back to work.

If you want to send a screenshot to RTS, make sure your email program (i.e.: Outlook) is open so the email will send.

  1. On the right side of the system bar at the bottom of the screen, there is a white upward triangular arrow (A). Click on the arrow.
  2. Click on the RTS icon (B). This will open another box (C) which contains useful information about the computer, such as Computer Name, IP address, and User Name.
  3. Click on “Send Helpdesk Request w/ Screenshot” (D). An email addressed to the Helpdesk will open with the attached screenshot.
  4. Fill in the subject line with a general description of the issue, add more details about the issue/request in the body of the message, and click “Send”.

*NOTE: A Snipping Tool snip does not provide the same type of information and is often difficult to see because of the size. Do not use the Snipping Tool to send a screenshot; a lot of important information about the issue is left out with this tool, and snips are not able to be re-sized in order to see and diagnose the problem. Snips also lengthen the time it takes to resolve your issue. Using the RTS icon and the method above is the necessary and acceptable way to send screenshots for a Helpdesk ticket.

How long will it take for my issue/request to receive a response?

When an issue/request arrives through email, phone call, online portal, and/or our monitor system, we will assign a priority to it. Our goal is to respond to every issue within one business hour. When 90% of the business loses functionality due to the technology issue it will receive our emergency response priority and take precedence over other issues. If a technician is required to be on site for the issue, one will be scheduled at the earliest availability – generally no longer than two hours.

What is Bracket?

RTS uses a tool to encrypt email for security-sensitive communication. The email will look similar to this:

What are other email addresses used by RTS?

Additional Best Practices

RTS encourages all clients to follow best practices when using technology.

  • Make sure to “reply all” to emails from RTS, especially emails from the Helpdesk. This ensures everyone is in the loop about help requests, projects, and other important communications.
  • Do a full restart of computers at least once a week.
  • Leave machines on overnight and during weekends to allow scans and updates to run.
  • Always lock your computer when you walk away from it.
    • Ctrl+Alt+Delete – Lock
    • Windows Key + L
  • Ensure passwords are complex, unique, and follow these requirements:
    • 11-character minimum
    • 3 of the 4-character types: uppercase letter, lowercase letter, number, symbol
  • Never use your work password for any personal accounts.
  • Never share your password, not even with coworkers.
  • Never send passwords in email without encryption.
  • Never approve a MultiFactor Authentication (MFA) request if you aren’t trying to access your email.
    • Never give your MFA code over the phone.
  • Do not use listening devices/virtual assistants.
    • These create a violation or regulations such as HIPAA and PCI
    • There are also known security risks with these devices.
  • Be vigilant for phishing emails that may pass spam filters. If you suspect an email is a scam, here are some things to look for:
    • Look for spelling/grammar errors.
    • Look at the language of the email to see if it reads funny.
    • Check to see if the email is asking to “verify” or “validate” login or personal information.
    • Check the email address of the person sending the email.
    • Hover over the URL in the email to see the actual website you’ll be redirected to.

A suspicious email should be sent to the Helpdesk (helpdesk@robertstechs.com) if you are unsure of its validity. Use the “Forward” button to send these messages. We will review it and let you know if it is legitimate or not.