On-Site & Remote Tech Support for Carteret County Businesses

Yes. Jacksonville is part of our regular service area, and we schedule on-site visits there throughout the week. Depending on the day, we may already be heading that direction and can fit you in same- or next-day. For non-urgent work, we group Jacksonville visits efficiently to keep the cost reasonable. Call us with what's going on and we'll tell you what the realistic timing looks like.

Remote support works for most software issues, account problems, configuration changes, email setup, and anything that lives inside a computer. On-site is needed when something physical is involved — a printer that won't power on, a network jack that's not working, a new workstation that needs to be installed, or a problem affecting multiple devices we need to see in person. On the first call we tell you which one makes sense.

Morehead City is our base. For non-urgent work we typically schedule on-site within one business day. For emergencies affecting your business operations — point-of-sale down, internet out, server unreachable — we move things around to respond same-day during business hours. Outside of business hours there's a service fee for emergency response, but the phone is still answered.

Yes, with an emergency service fee. Our standard hours are Monday through Friday, 8AM to 6PM, and that's when remote support is included in the normal rate. For outages affecting active business operations, we'll respond after hours; for non-urgent work, scheduling it during business hours is usually cheaper and just as fast.

Yes. Remote staff is one of the more common situations these days, and most home-office issues are exactly the kind of thing we resolve over a screen-share. If a staff member is in a town we cover for on-site work (which is most of the Crystal Coast and surrounding counties), we can also dispatch in person when needed. The business is the client; where each person works from is just logistics.

New Bern is about a 45-minute drive from our base in Morehead City. For business-impacting emergencies during business hours, we move things around and aim to be there same day. For non-urgent work, New Bern visits are typically scheduled within one to two business days. We also group New Bern jobs together to keep travel efficient, which sometimes means faster scheduling if other jobs are already in the queue for that direction.

No separate travel fee for Jacksonville or anywhere else in our normal service area — Onslow County included. The service rate covers the work. For truly remote locations outside our normal service area, or for very short jobs where the drive is proportionally long, we'd be upfront about that before scheduling. For Jacksonville and the Crystal Coast towns, travel is just part of the job.

Yes. Staff training during an on-site visit is something we do as part of setups and major changes — walking the people who'll actually use the system through how it works, answering their questions, and making sure they're not left guessing. We keep it practical and plain-language. We don't do formal training programs or certification prep, but 'here's how the new email works, here's where to find your files, here's what to do when the printer disconnects' — that's standard with every setup.

Yes. After-hours emergency support is available for business-impacting situations — point-of-sale down, internet out, a server that's not responding. There's a service fee that applies outside normal business hours (Monday through Friday, 8AM to 6PM), but the phone is answered. We prioritize genuine emergencies: something that's actively preventing business from operating. Non-urgent work stays on the regular schedule.

Yes. Multi-location support across the service area is exactly the kind of thing we handle routinely. A business with people in Morehead City and Havelock has one phone number to call — we handle problems at whichever location they're happening. For on-site work, we coordinate so visits to each location happen on the same day when possible, which is more efficient for everyone.

You call or email with what's going on. We ask enough questions on the first call to know what to bring and what to expect. We arrive when we said we would, work in a way that doesn't disrupt your floor or kitchen unless absolutely necessary, and diagnose before we start charging. Most visits end with a plain summary: here's what was wrong, here's what we did, here's what to watch for. No invoice surprises, no jargon.

Yes. For clients who want it, we put together a simple written arrangement that covers recurring check-ins, priority response, and agreed-upon maintenance tasks — software updates, backup verification, network health checks. It's not a locked-in MSP contract with a 12-month minimum; it's a straightforward agreement specific to your business that either side can exit with reasonable notice. Most clients find it's less about the maintenance itself and more about having a guaranteed response time when something goes wrong.

We use remote access tools that require your explicit permission for each session — you see the session request, you approve it, and you can end it at any time from your end. No permanent remote-access agent is left running on your machine unless you specifically ask for it and we set it up together. The sessions are encrypted. After the session, you can verify what was done through the remote access software's session log. We'll also tell you exactly what we're doing during the call.

Yes. Multi-user support at a single location is the normal case — most businesses have more than one person who has a technology issue at some point. When we come on-site to a New Bern location, we address all the outstanding issues in one visit rather than making separate trips for each one. For remote support, we can work with each staff member directly or through the business owner depending on what's faster and more practical.

Remote: most software problems, account issues, email configuration, password resets, software installation, basic network troubleshooting via the router's admin interface, and anything visible through a screen-share. On-site required: physical hardware issues (a printer that won't power on, a network jack that's dead), equipment installation (new router, access points, workstation), cable runs, and problems that need someone in the room to diagnose. When you call, we triage on the first conversation and tell you which it is rather than defaulting to a site visit when remote would be faster.

Both work. Call 252-777-2488 for anything urgent — the phone is the fastest path when something's breaking. Email contact@carterettech.com for non-urgent requests where timing is flexible. We respond to email during business hours, same day for most messages. For situations where back-and-forth would take longer by email than a five-minute call, we'll usually suggest a quick call rather than leaving you waiting for email replies.

Yes. If you have a busy period where downtime would be especially costly — a seafood festival, a holiday weekend, the start of vacation-rental season — we can plan accordingly. That might mean doing preventive checks before the event, being available for priority response during it, or having a plan on file for the most likely failure scenarios. Talk to us ahead of time; last-minute priority requests during a busy period are harder to schedule than ones that are set up in advance.

Yes. Transitioning away from a managed service provider — especially one that's holding credentials, equipment configs, or documentation hostage — is something we've helped businesses navigate. The transition usually involves inventorying what the outgoing provider controls, recovering credentials and documentation, and getting everything documented under your control before the relationship ends. We handle the transition as a project with a clear end state rather than just showing up and hoping for the best.

Yes — that's actually most of our clients. A business that's been running without IT support has typically accumulated a mix of equipment and configurations that nobody fully understands, credentials that live in one person's head, and problems that got worked around rather than fixed. We start by understanding what you have and how it works, identify the things that are at most risk, and build from there. No judgment, no starting with a list of everything that's wrong — just practical support from where you are now.