Client Hub
THE OPERATIONS DESK · FOR CURRENT NYC IT WORKS CLIENTS
Every request gets a number, an owner and a stage you can see.
This is the one place your team reaches us. A request lands on the desk, gets a ticket number inside minutes, and moves through five stages you can see. Nothing waits in a mailbox. Nothing is closed until you say it is fixed.
Every request ticketed · Monitored around the clock · Engineers across NY & NJ
A DESK, NOT A QUEUE
A queue is where requests wait.
A desk is where someone is sitting.
Most support runs on a queue: a request lands, a number is issued, and the clock starts for everyone except the person who sent it. The Operations Desk is staffed by engineers and by the automations they built. Your request is read within minutes and given a priority. The routine fixes are done on the spot by automation; everything else is named to an engineer who knows your site. Either way you stay in the same email thread from first reply to sign-off. Four trays sort the work. One ledger shows where every request stands.
THE FOUR TRAYS
Put your request in the right tray and it reaches the right person first.
TRAY 1
DEVICE OR SYSTEM NOT FUNCTIONING
One address reaches the desk. The subject line is the tray. The route line under each tray shows exactly where the request travels and who picks it up.
​ROUTE · email the desk → ticket in minutes → triage → engineer, remote first
SUBMIT SUPPORT REQUEST
TRAY 2
CONFIGURATION CHANGE REQUEST
A new hire starts Monday, someone is leaving Friday, a laptop needs ordering, an app needs installing, a mailbox needs access. Planned work with a date.
ROUTE · email the desk with the date → ticket → scheduled → confirmed back to you
TRAY 3
HOW DO I GET TECH GUIDANCE
Share a calendar, set up a phone, forward a line, recover a deleted file. Questions with an answer we have probably written down already.
ROUTE · check the Library first → else email the desk → answered, article written if new
VISIT THE TECH LIBRARY
TRAY 4
BILLING & ACCOUNT INFORMATION
An invoice question, a payment method, a service report copy, a change to who is authorized to open requests for your company.
ROUTE · email the desk, subject "Billing" → finance → answered within one business day
BILLING & ACCOUNTS
THE DESK · EMAIL
THE DESK · PHONE
THE DESK · PORTAL
THE TECH LIBRARY
Every fix the desk makes once, becomes a guide anyone can read.
Sharing a calendar, forwarding a line, joining the office Wi-Fi, choosing a firewall for a second location: each guide is written by the engineer who did the work, in plain steps, and checked before it goes on the shelf. The Library is open to our clients and to any business in New York or New Jersey that wants a straight answer before it calls anyone.
SHELF 1
HOW-TO GUIDES
The everyday questions, answered step by step, for the systems most offices run.
SHELF 2
FIELD NOTES
What we learned building networks, phones and private AI for hotels, clinics, restaurants and offices, written for the owner, not the vendor.
SHELF 3
CHECKLISTS
What to check before you buy, before you sign, and before you call: the lists our engineers use.
Not on the shelf yet? Ask the desk.
A question worth a guide becomes the next one, and you get the link first.
WHEN AN ENGINEER COMES TO YOU
A site visit runs on a card, not a guess.
Some fixes need hands in the building.
When they do, you know who is coming, when, and what they will leave behind.
FIELD CARD
TICKET #[NUMBER]
BEFORE
You get the engineer's name and an arrival window once the dispatch is scheduled
ON ARRIVAL
The engineer checks in with your named contact and confirms the scope in one sentence.
THE WORK
Labeled, photographed and tested before anyone leaves. A change to your network is written into your site record the same day.
SIGN-OFF
Your contact signs the visit. You receive a service report with what was done, what was found, and what we recommend.
AFTER
Materials and time appear on one invoice that matches the report, line for line.
HOW A REQUEST MOVES
Five stages.
You can see & track every one of them.
STAGE
WHAT YOU SEE
WHAT THE DESK DOES
TYPICAL TIME*
01
RECEIVED
A reply with your ticket number, in the same thread you started.
02
TRIAGED
A priority: one person affected, a team affected, or the business stopped.
03
ASSIGNED
Who or what is on it, and how we will reach you: an automated fix confirmed back to you, a remote session, a call, or a visit.
04
WORKING
Progress notes in plain words. If a part is on order or a vendor is involved, you see that too.
05
RESOLVED
"Is this fixed for you?" Your yes closes it. Your no reopens it at the same priority.
INTERFACES & INTEGRATIONS
A smart building is a dozen controllers that only matter once they agree.
A set-point that follows a check-in, a corridor that dims after midnight, an alarm that reaches the right phone before a freezer loses a night of stock: none of these live inside a single thermostat. Every one is a handoff: the PMS supplies the house count, the controllers hold the rooms, the metering proves the saving, and the network carries all of it. Engineering and documenting those connections, property by property, is what turns a floor of separate panels into one building that behaves as a whole.
PMS OCCUPANCY LINK
Set-Points That Follow the House Count
The building should know which rooms are sold, arriving or checked out. We build and document the link between the PMS and the controls so occupancy drives temperature and lighting, warming a room ahead of arrival and easing it back at checkout, and we keep that feed accurate as either system changes.
HVAC CONTROL
Zones, Schedules & Fan-Coils
Guest rooms, corridors, the lobby and back-of-house each want their own schedule and limits. We configure and support the zoning, the set-point guardrails and the fan-coil or thermostat controls across the property, so comfort is consistent floor to floor and nobody is fighting a locked-out panel.
LIGHTING & SHADES
Scenes, Daylight & Common Areas
Lighting and motorized shades belong on the same managed system as climate. We tie corridor, lobby and amenity lighting into schedules and daylight sensing, and where a guest room offers an in-room panel or app for temperature, lighting, shades and do-not-disturb, we keep those controls working and tied to the system, so the public spaces look intentional, a guest can set their own room, and the lights are not burning on an empty floor at 3am.
ENERGY & METERING
Submetering & Reporting
You cannot manage what you cannot see. We bring submeters and energy data into the system and build the reporting that shows where a property is spending, so a change in schedule or setback can be measured rather than assumed, and the numbers are ready when ownership asks or a sustainability or ESG report is due, without anyone inventing a figure.
ALARMS & MONITORING
Faults That Reach a Person
A failed compressor or a walk-in drifting warm should raise an alarm that reaches someone, not sit on a panel until morning. We configure the fault and threshold alarms and route them to the people who can act, with the building monitored around the clock alongside the rest of your stack. We also set the trend alerts that flag a filter loading up or a compressor drifting before it fails, so your mechanical team is called while it is still a small job rather than a 2am failure.
NETWORK & PROTOCOLS
BACnet, Modbus & a Lane of Their Own
Controls talk in BACnet, Modbus and LonWorks, and that traffic should never share a lane with guests or payments. We put the building systems on their own segmented network, keep the integrations between protocols working, and secure the controllers that vendors too often leave on default passwords.
A CONTROLS CONTRACTOR VS HOSPITALITY-GRADE IT
A controls contractor hangs the thermostats. A hotel building system has to talk to the PMS and stay online for years.
One vendor commissions the panels and moves on. The other owns the occupancy link, the network and the monitoring that keep the building answering to the house count long after the install crew has gone.
WHAT MATTERS
Controls / Mechanical Contractor
NYC IT WORKS · HOSPITALITY-GRADE
Driven by the PMS house count, built and documented
On its own segmented, secured lane with the rest of your stack
Alarmed and watched around the clock, routed to a person
Metered and reported so a change can be seen
One team keeps the link current through every change
Every hotel brought onto one documented controls standard, New York and New Jersey alike
Does the building know who is in the room
Runs on a fixed schedule, blind to occupancy
On whatever network was handy at install
Noticed when a guest complains
A promise at commissioning, never measured
The integration quietly breaks, and nobody owns it
Where the controls traffic lives
When a controller fails
Proof the setbacks are working
When the PMS or controls get upgraded
Running it across properties
Each building ends up on its own undocumented setup
A guest feels the building before they meet a single person on staff. NYC IT Works keeps the controls, the PMS link and the network they ride on working at every hotel you operate in New York and New Jersey, so comfort is set to the room and the empty ones stop running up the bill.
HOW IT WORKS
Three steps from a building on a dumb schedule to one that follows the house.
01
​Book a 15-Minute Call
Tell us which controls platform the property runs, whether it talks to the PMS today, and where it hurts: cold arrivals, empty rooms left running, alarms nobody sees, a vendor who vanished after commissioning. No pressure, nothing to sign.
03
Your Plan, Documented
You leave with the occupancy link, the zones and the monitoring set out zone by zone, a fixed number, and the integration written down, yours to begin with us or hand to whoever services your mechanical plant.
02
Free Building Systems Assessment
A senior engineer reviews the controls, the PMS link and the network under them on-site across NY and NJ, checks what is integrated and what is drifting, and marks every gap and open controller on a plan.
EXPLORE HOSPITALITY
The building is one system on the property. One team runs them all.
Climate and lighting are one layer of the hotel. These are the other systems the same crew keeps running.
HOTEL HUB
Hospitality & Hotels
The hub where every property system ties together under one team.
Explore Hospitality Tech →
FRONT DESK
Hotel PMS Support
The platform whose house count drives the building.
Explore Hospitality Tech →
GUEST WI-FI
Hotel Guest Wireless Network
The segregated secure managed wireless VLAN your location layer and alerts ride on.
SMART SPACES
Enhanced Building Controls
Lighting, audio and sensing beyond climate, on the same managed network.
Explore Smart Spaces →
CYBERSECURITY
Secured Controls
The controls and data behind the building, kept off default passwords and watched.
Explore Cybersecurity →
MANAGED IT
Managed IT & Help Desk
Round-the-clock support and patching under every system on this page.
Explore Managed IT →
NETWORKS
Network & Infrastructure
The segmented backbone the controllers and every other system ride on.
Explore Networks →
THE WHOLE STACK
The building runs on a stack we already manage end to end.
Three things hold a hotel up: the engineering buried under the floors, the parts of the stay a guest notices, and the systems built for hospitality and no other trade, each answerable to the same crew.
Networks & Infrastructure
FOUNDATION
Building controls are only as reliable as the network carrying them, and that network is ours to hold. We own the power feeds and their backups, the cabling and switching down into the mechanical rooms and up the risers, the edge firewalls, and the on-site servers. The controls get a segmented lane of their own, apart from guests and payments, and a standby path keeps the head-end reachable when the main link drops. A thermostat that cannot reach its controller is just a wall ornament.
Built Only For Hotels
HOSPITALITY BUILDS
Hotels depend on systems no other building runs quite the same way. Occupancy-driven climate is one; alongside it run the front-desk PMS, the televisions, the phones in the guest rooms, the door locks and mobile keys, and the staff duress devices. Every one of them touches the property network somewhere, and holding those junctions is our job. Each has its own spoke to open from here.
Cybersecurity
PILLAR
A building-management controller is a computer, and too many ship on a default password with a route to the open internet. That is how a thermostat becomes a way into the property network. We wall the controls off from guest and payment traffic, change what the installer left behind, and give the whole estate the defense the rest of the building gets: endpoints watched around the clock, access and cameras controlled, and the evidence an audit will ask for kept ready.
AI Infrastructure
PILLAR
Some groups want AI reading the building, spotting the plant that is drifting, forecasting a load, drafting the energy report, with no operational data leaving the property. So it runs on site by necessity: hardware you own, models that stay put, and retrieval over your own meter history, schedules and work orders. Every answer is drawn from your own building and stays there.
Smart Spaces
EXPERIENCE LAYER
Climate and lighting are where building management meets the guest experience, and the rest of that layer lives right beside them: audio through the public rooms, signage and wayfinding, scene control in the amenity spaces, environmental sensing. The whole layer sits on the same segmented network as the controls, planned together rather than bolted on. Commercial AV lives on a spoke of its own.
Managed IT
ONE ACCOUNTABLE TEAM
The crew that stands under all of it. Your people reach a real help desk, on site or by phone, at any hour of the day. Underneath, the quiet work never stops: endpoints and servers kept patched and watched, backups run and tested, disaster recovery kept current, the mail tenant on Microsoft 365 or Google Workspace looked after, with vCIO guidance and co-managed support for the team you already have. Take this crew away and the schedules above start slipping within the week.
PARTNER
PARTNER
THE NETWORK THE BUILDING ACTUALLY RUNS ON.
A building that answers to the house count leans on a network that never drops the controllers, which is why we run it on Ubiquiti UniFi: a walled-off lane for the controls, PoE and switching reaching into the mechanical spaces, and one managed fabric that also happens to run the Wi-Fi, cameras and doors. N-able keeps a continuous watch and patches it before faults spread. The result is a single network you could hand a drawing of, building systems and all, looked after by the people who answer when a floor goes quiet.
Systems we work across:
Honeywell · Siemens Desigo · JCI Metasys · Tridium Niagara · Distech · Automated Logic · And More!
The network, the controls integration and the PMS link beneath your building-management platform are what we keep running. We do not resell controllers, and we are not your mechanical or HVAC contractor. What we do is keep the building answering to the house count, at one hotel after another across the metro.
Hotel Building Management FAQs
START HERE
Make the building answer to the house count,
not a fixed schedule.
One short call to start, then a senior engineer walks the property to look at the controls, the occupancy link and the network beneath them. You come away with a clear plan, a fixed number and the integration written down, whether or not you ever bring us on.