Is your IT in or out? Alaska companies meet technical needs through in-house staff and IT consultants.

• Author: Barbour, Tracy
• Position: TELECOM & TECHNOLOGY - Company overview

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As Alaska companies strive to keep up with the ever-changing demands of information technology, many of them are taking a mixed approach to meeting their technical needs. They're handling certain information technology functions in-house, bringing in technical consultants to enhance internal resources and outsourcing entire tasks to IT support companies.

Alaska Communications does all of the above. Information technology is vital to the operations of the Anchorage-based provider of high-speed wireless, mobile broadband, Internet, local, long-distance, and advanced broadband solutions. It prefers to keep key support systems related to billing, plant inventory, data warehouse, and overall architecture in-house. These systems are vital to the company's ability to operate, serve customers, and remain competitive, according to Senior Vice President of Information Technology Aurora David.

However, Alaska Communications hires consultants to augment its fifty-member IT staff and outsources some of its production support maintenance. The company, which has a total of 850 employees, is currently using TekMate to manage its service (help) desk. "They are well manned in terms of resources available to support a 24/7/365 service," David says. "By allowing TekMate to help us, it allows everyone to focus on what they know and do best."

TekMate is Alaska's largest privately-owned IT support company. Alaska Communications purchased 49 percent ownership of TekMate in 2010 to offer its customers managed IT solutions and services.

Beacon Occupational Health and Safety Services is also using a varied IT strategy, according to Tony French, vice president of operations. The Anchorage company, which provides services to help companies meet their employees' medical, safety, and training needs, has 275 employees. Two of its staffers provide part-time IT support for physical desktop troubleshooting. They also maintain several applications that are unique to the company's industry, such as SYSTOC software for occupational medicine. Otherwise, most of its remote desk top support, server support, and network administration has been outsourced.

Beacon, coincidentally, partners with TekMate for remote desktop services. The outsourced solution provides access to a team of people who are familiar with the company's network and systems. It also creates multiple layers of redundancy. "I'm paying a single amount to have multiple people who are trained," French says. "I do not have to pay for an IT department's continuing education."

IT Support Services

Alaska Communications and Beacon are among a significant segment of Alaska companies tapping IT support firms and technical consultants to enhance their in-house expertise and manpower. Local IT support companies offer a wide variety of services to satisfy their needs, including...