Welcome to ITernal Networks
Your IT Support Team
Welcome to ITernal Networks
We’re Glad You’re Here!
We’re the team that supports your company’s technology — from everyday issues to security and system reliability.
Whether you’re brand new or your company recently joined us through an acquisition, this page will help you understand:
- How to get IT help (the fastest way)
- What to expect when you submit a request
- How we prioritize issues
- When to call vs submit a ticket
- How to work with us smoothly and efficiently
If you ever forget anything here — no stress. Just reach out. We’re happy to help.
🔖 Quick Tip: Bookmark This Page
Bookmark this page so you can easily find it the next time you need help, submit a request, or remind yourself how to contact us.
This becomes your single source of truth for working with ITernal Networks.
PAGE INDEX
How to Get Help
Recommended Way:
Submit a Support Ticket
Submitting a ticket is the fastest way to get help and ensures nothing gets missed.
You can submit a ticket by:
- Using our Support Portal at https://portal.officehub.support
- Sending an email to [email protected]
- Chatting with us on our website or inside of Microsoft Teams (if enabled for your company)
When you submit a ticket:
- Your request is logged and tracked
- The right technician is assigned
- Nothing slips through the cracks
- You can receive updates along the way
💡 Tip
The more detail you include (what happened, when it started, screenshots), the faster we can help
When to Call or Text Us
Calling or texting is best for:
- Urgent issues
- Situations where work is completely blocked
- Internet or system outages
- You’re not sure how to submit a ticket
📱 Phone/Text: 725-220-1110
If it’s urgent, calling helps us jump on it faster.
After-Hours Support
If you need help outside of normal business hours:
- Call the same number: 725-220-1110
- Leave a message with details if the on-call technician doesn’t answer
- Our emergency routing service will alert the on-call technician
Please note:
- After-hours support is for urgent issues
- Additional charges may apply
- Guaranteed response times don’t apply after hours
Your IT Support Hub: OfficeHub
OfficeHub is your go-to place for working with our IT team. It’s designed to make getting help easy, transparent, and efficient.
What You Can Do in OfficeHub
Through the OfficeHub portal, you can:
Submit new support tickets or change requests
Check the status of your open and past tickets
Chat with our team
(If enabled for your company)
Access helpful knowledge base articles
Complete training and security awareness courses
View tickets for your entire organization
(For designated contacts)
How to Sign In
- Visit: https://portal.officehub.support
- Enter your work email address
- You’ll receive a one-time login link or temporary password
- You may also be able to sign in using Microsoft 365 or Google
💡Why we recommend OfficeHub:
It helps us respond faster, keeps everything organized, and gives you visibility into what’s happening with your request.
What Happens After You Submit a Ticket?
Once your request is submitted:
- Your ticket is reviewed and prioritized
- A technician is assigned
- You may receive follow-up questions if we need clarification
- We work toward resolution and keep notes on progress
We handle hundreds of requests each week, so tickets help us stay organized and help you get faster service.
How We Prioritize Requests
Not all issues are the same — and that’s okay. If there’s a critical issue (like an outage), we’ll pause lower-priority work to fix it.
Examples:
Critical: Internet down, server offline
Normal: Printer issues, software errors
Low priority: New user setup, access changes
This approach helps us make sure truly urgent problems get immediate attention.
What We Can Help With
If you’re ever unsure whether something is an IT issue — just ask. Common things we help with include:
- 💻 Computer and laptop issues
- 📧 Email, password, and login problems
- 🔐 Access to software or systems
- 🌐 Internet, Wi-Fi, and network issues
- ⚠️ Security concerns or suspicious emails
- 👤 New user setup or access changes (with approval)
If something falls outside our standard tools, we’ll still help guide you or point you in the right direction.
Your Role in Keeping Your Company Secure
Cybersecurity is a team effort, and small actions make a big difference. You can help by:
Using strong, unique passwords
Enabling multi-factor authentication (MFA) when prompted
Locking your screen when stepping away
Being cautious with unexpected emails or links
Reporting anything suspicious right away
If something feels “off,” trust your instincts and contact us.
Who to Contact (and When)
Knowing who to contact saves time and frustration:
- IT issues & technical support: ITernal Networks
- Approvals, HR, or company policy: Your internal team or manager
- Urgent outages or blocked work: Call ITernal Networks directly
When in doubt — start with us, and we’ll help route things correctly.
How We Communicate with You
Here’s how we’ll stay in touch:
- 📧 Ticket updates and communication happen via email
- 🔔 Important announcements or maintenance notices may be sent when needed
- 📰 Optional newsletters (like Cyber Scoop) share tips and updates
We aim to communicate clearly without overwhelming you.
Meet the Humans Behind the Screens
We’re real people who care about helping you get your work done.
You’ll interact with:
- Service desk technicians
- Dispatchers who route requests
- Field engineers for onsite help
- Security specialists keeping systems safe
- Leadership ensuring quality and consistency
We work as a team — and now, you’re part of that relationship too.
Michael Kanet
President, ITernal Networks
Jules Gamo
Executive Assistant
Shawntanik Williams
Field Engineer & Service Desk Team Lead
Dana Ayala
Service Delivery Manager
Steve Smith
Field Engineer & Service Desk Technician
Trevor Eyre
Security Analyst
Heidi Hartley
Regional Technology Success Specialist
Jessica Williams
Dispatcher & Service Desk Technician
Emily Tidd
Marketing & Communications
We Like to Give Back
After we help with a request, you may receive a quick 15-second feedback survey.
When you complete it:
- You help us improve
- We donate toward charitable causes that support families around the world
Your feedback truly makes a difference — both for us and for others.
Ways to Stay Connected
Website
Support
- SMS for Support: 725-220-1110
- Email: [email protected] or [email protected]
Social Media
Weekly Livestream – Fridays at 1 PM PST!
A Few Friendly Guidelines
We promise — these are here to help you:
Please submit tickets instead of emailing or texting technicians directly
This ensures your issue is tracked and assigned quickly
Include details and screenshots when possible
It saves back-and-forth and speeds things up.
Not every issue can be resolved immediately by phone
Some issues need hands-on troubleshooting or scheduling for a resource with the necessary knowledge and skills.
If something feels urgent — call us
We’d rather know than guess.
We’re approachable. Just ask!
We’re excited to support you and help make technology one less thing you have to worry about.
If you’re ever unsure what to do, just call us — we’ll help guide you.