# 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 - **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. ## 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. Industries: [Nonprofit organizations](https://lnxinc.com/industries/nonprofit/), [Senior living](https://lnxinc.com/industries/senior-living/), [Financial services](https://lnxinc.com/industries/financial-services/), [Retail](https://lnxinc.com/industries/retail/), [Professional service providers](https://lnxinc.com/industries/professional-service-providers/), [Healthcare practices](https://lnxinc.com/industries/healthcare/), [Manufacturing](https://lnxinc.com/industries/manufacturing/), [Warehousing & logistics](https://lnxinc.com/industries/warehousing-logistics/), [Auto dealerships](https://lnxinc.com/industries/auto-dealerships/). ## Related services - [Managed IT Services](https://lnxinc.com/services/managed-it/): Someone watching it, and someone answering when it breaks. - [Cybersecurity](https://lnxinc.com/services/cybersecurity/): The controls your insurer asks about, run by people who watch the alerts. - [Professional Business Services](https://lnxinc.com/services/professional-services/): Business phones, project muscle, and people who know your environment. ## Offices - [Troy office](https://lnxinc.com/locations/troy-mi/): 1395 Wheaton Dr Suite 500, Troy, MI 48083. Monday to Friday, 8am to 4pm. - [Pontiac office](https://lnxinc.com/locations/pontiac-mi/): 555 Friendly Rd, Pontiac, MI 48341. Monday to Friday, 8am to 5pm. ## Common questions **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](https://lnxinc.com/services/managed-it/) on the managed IT page. **Where do your technicians come from?** Our offices in [Troy](https://lnxinc.com/locations/troy-mi/) and [Pontiac](https://lnxinc.com/locations/pontiac-mi/), Michigan. On-site visits across Metro Detroit are scheduled from whichever is nearer. ## Contact Talk to the service desk: https://lnxinc.com/contact/?intent=quote&service=it-support or call 833-569-5690.