Help when something is wrong
IT support and help desk in Metro Detroit
A person answers, a ticket is opened, and it gets fixed.
Help desk, remote support, and on-site technicians for Detroit-area businesses, whether you have no IT staff, one overworked IT person, or a department that needs after-hours cover.
What's included
Support that fits how much IT you already have.
Help desk & remote support
Staff call or email, a ticket opens, and a technician connects to the machine. Password resets, email problems, printers, slow computers, software that stopped working: closed with a note so the next person sees what was done.
On-site technicians
When remote will not do, a technician is dispatched from our Troy or Pontiac office. Hardware swaps, network closets, new desks, and the problems that only show up in the building.
Co-managed IT
Your IT person keeps ownership. We add the ticketing, monitoring, and security tools, a second tier to escalate to, and someone to cover vacations and nights.
After-hours & on-call coverage
A 24/7 NOC watches client systems, and contracted tiers include after-hours response. Shift businesses and clinics get a number that answers at 2am.
Hourly & block-hour support
For businesses not ready for a managed agreement: support billed by the hour, or a block of hours at a lower rate, with the same ticketing and the same technicians.
Projects & escalation
Office moves, new servers, Microsoft 365 migrations, and the problems a help desk cannot solve, escalated to the engineers who design networks for a living.
In detail
How IT support works
Every request becomes a ticket, by phone, email, or the support portal. The ticket gets a priority based on how many people are affected and whether work has stopped, and a response target from your agreement. Most problems are solved remotely during the first call. Anything that needs hands in the building is dispatched to a technician from the nearer of our two offices. When the ticket closes, you get a note saying what was wrong and what was done, and the note stays in your documentation so the same problem is faster next time.
Who calls us for IT support
Three kinds of businesses in Metro Detroit. Companies with no IT staff who want a help desk their employees can call. Companies with one IT person who needs a second tier, a ticketing system, and someone to cover when they are out. And IT departments that want after-hours cover or a bench for projects without hiring. The agreements are different, but the service desk, the technicians, and the documentation are the same.
IT support or managed IT?
IT support answers the phone and fixes what is broken. Managed IT adds monitoring, patching, backup, and a security baseline so less breaks in the first place, for a flat fee per seat. Many businesses that start with hourly support move to a managed agreement once the ticket history shows where the time goes. We will show you the numbers rather than push you either way.
Who this is for
Businesses with no IT staff, IT managers who need a second tier, and offices that only need someone on call.
Every industry we serve pulls on this area differently. Jump to yours to see what it usually looks like.
How engagements run
No mystery scope, no surprise change orders.
- 01
Walk it
We look at the space, the stack, or the drawing set before quoting anything.
- 02
Scope it
A fixed written scope: what is included, what is not, who does what, and when.
- 03
Run it
One project manager owns it end to end and stays your contact after handoff.
Related services
Usually bought together, or one after the other.
Where we work from
IT Support from Troy and Pontiac, Michigan.
Remote support covers any location. On-site work across Metro Detroit is scheduled from the nearer office.
Do you offer IT support without a long contract?
Yes. Hourly and block-hour support have no monthly minimum. Managed agreements are month to month after the first term, and you keep your documentation either way.
How quickly does someone respond?
Every ticket gets a priority and a response target from the service level agreement in your contract. For hourly clients, the target is best effort during office hours; contracted tiers have written targets and after-hours coverage.
Can you support Macs and mobile devices?
Yes. Windows, macOS, iOS, and Android are all covered by the same help desk and the same management tools.
We already have an IT person. Why would we need you?
For the hours they cannot cover, the tools they do not have, and the problems that need a second opinion. Co-managed IT keeps your person in charge and gives them a bench. See the co-managed answer on the managed IT page.
Tell us what's in front of you.
A drawing set, a failing switch, an audit deadline, or a hunch that IT costs too much. We'll tell you who picks it up and what it takes.