Who should I hire to do my I.T. support?
You can bring a specialist on staff, assign I.T. duties to an existing employee or outsource. The right decision depends on your particular situation.
If your business depends on its computers as important tools in your day-to-day operations, then having them run reliably and efficiently has a direct effect on your bottom line. Down time, accidentally deleting data, disorganized document storage and slow computers all cost real dollars. Setting up your system for optimal profitability has deeper impact than a finding a decent PC repairman.
I.T. support is both an issue of doing things right and knowing what the right thing to do is for your unique business situation.
Four I.T. support choices - which one is right for you?
There are four common approaches to I.T. support that we've observed.
1. I.T. Support as a sideline for an existing employee.
Advantages: A lot of people these days have become self-taught, advanced hobbyists or have gained decent technical skills on the job as a sideline to their main duties. The advantage of having a person like this in your company is that they know your business, they're on salary and you always know where they are if there's a problem.
Disadvantages: One disadvantage is that whenever your employee is doing PC work, he or she is not performing their main job, which can be a serious problem. It depends on how flexible your employee's other duties are and what the lost value is when they are not doing them. They also usually need to learn new technical skills as they go along, because technology changes all the time. So the effective hourly rate of I.T. support is inflated if you consider the time spent learning at your company's expense.
Another serious disadvantage is that I.T. Best Practices for a business are often quite different than your existing employee may be aware of. For example, configuring your business network for ideal cost versus benefit is a hard thing to become expert at unless you have a broad base of commercial experience.
2. Hiring a full time employee for I.T. support.
Advantages: This could be a great idea for your business depending on its size. Every business is a little bit different, but a good rule of thumb is that you could keep one full time person productively busy if you have approximately 100 PCs in your organization. Any number below that means either the person will not be busy or your network is not properly set up in the first place. Having your own I.T. pro in house means you have full control over the priorities and you are not paying a mark-up for an outsourced service.
Disadvantages: Unfortunately, the total salary cost is fixed whether the person is busy or not. There is also a problem of who provides support when the person is absent.
3. The Freelance "computer guy".
Advantages: There are thousands of one-person I.T. support outfits with varying qualifications. The main advantage of using freelancers is what seems to be their low cost.
Disadvantages: In reality, what seems like a good deal may actually cost you more in the long run. Saving a few bucks on the rate can be an illusion if technical or judgmental mistakes are made and your freelancer has to keep coming back. A one-person show may also have difficulty showing up quickly in an emergency. After all, the only thing they have to sell is their time. So being on stand-by for emergencies is hard to do.
If you use a freelancer, make sure they are certified a Microsoft Certified System Engineer (MCSE) or some other globally recognized equivalent. Also, make sure they have at least five years of business experience. The energy of youth and entrepreneurial zeal is to be admired. But temper your enthusiasm if you are paying a huge, hidden premium for educating someone in the ways of the real world.
4. Using a business-quality I.T. Support Company.
Advantages: There is plenty of demand for I.T. services and this option is usually the best cost/benefit compared to the previous three. You can get the right thing done, the right way, and quickly by someone who is not learning at your expense. Notably, the overall cost is probably lower even if the hourly rate is slightly higher. And you only need to bring them in when you need them, so you pay nothing for idle time.
Disadvantages: The only disadvantage at first glance may be the price. But the truth is, the long term value is that things usually get done right the first time and your business will continue to run more smoothly.
As with all things in life, not every company is equal. So you need to choose an I.T. Support Company with care. Here are some things to consider:
- Make sure the company sets your network up so that it is reliable, secure and protected from outside threats. Avoid companies that are only "repairmen"; they have too much motivation to patch up problems without addressing the underlying cause.
- Make sure the company uses certified technicians with several years of business experience. You want them to know what the right I.T. strategy is for your business and able to implement it without learning on your nickel.
- Make sure the company has multiple technicians on staff. It is OK and desirable to have one tech that is your regular person, but he or she needs to have back up and be able to consult with other techs.
- Avoid companies that are huge compared to yours. Some of them have cultures that are too disconnected from the bottom line to relate well with real entrepreneurs like you.
- Lastly, make sure the company has been in business for some time and has a reference list of satisfied customers you can talk to.
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