Who This Is For
Businesses in South Bend, Mishawaka, Elkhart, Goshen, Plymouth and across Northern Indiana whose people need technology to work and don't have time to fight it. The dealership service desk that can't write up a repair order because the DMS froze. The dental front office with a patient waiting and a printer that won't. The shop foreman whose scanner stopped talking to the ERP at 7 AM. The office manager who has quietly become the IT department. And the business owner who is tired of being the one everyone asks when something breaks.
The Problem: Most IT Support Isn't Built to Be Reached
Bad IT support around here comes in three familiar flavors. The ticket black hole: you submit a request, get an auto-reply, and hear nothing for two days. The national provider: a chat window or a call center in another time zone that can't send anyone to your building and doesn't know your systems. And the one-person shop: good when you can get them, but they're at another client, and your problem waits.
The cost of all three is the same. Staff stop reporting small problems because it isn't worth the hassle, they work around broken things, and the "small" problems accumulate until one of them takes the day down. A help desk only works if people actually use it, and people only use it if someone answers.
Our IT Support Services
Remote Support
Fast remote assistance for most IT issues. We securely connect to your computer, fix the problem while you watch, and get you back to work — usually in the same call.
On-site Support
When remote isn't enough, we come to you. Hardware failures, network problems, new equipment and complex installs get a technician in your building — same day when the situation calls for it.
Help Desk
A local team that answers the phone, answers questions, and explains what they're doing in plain English. Unlimited for managed IT clients. No question is too small.
Software Support
Microsoft Office and 365, accounting software, dealer, practice and shop-management systems, cloud services. We troubleshoot the problem and we deal with the vendor when it's on their end.
Hardware Support
Computers, laptops, printers, scanners, network equipment. We troubleshoot, repair, source replacements, and set up the new machine with your files, settings and bookmarks where you left them.
Email & Communication
Email setup, Outlook problems, migrations, mailbox and shared-calendar questions, plus phone systems, Teams and video conferencing. The things people need working before 9 AM.
Fast Response Times
We understand that IT problems can't wait. Our response times are designed to minimize downtime:
Critical Issues
For problems that completely stop business operations, we respond immediately and work until resolved.
Urgent Issues
For problems that significantly impact productivity, we respond within 1–2 hours during business hours.
Standard Issues
For routine problems and questions, we respond within 4 hours during business hours.
After Hours
Help desk hours are Monday–Friday, 8 AM–5 PM Eastern. Critical issues can be escalated to our 24/7 emergency line to minimize business impact.
Response times may vary based on issue severity and current support load, but we prioritize getting you back to work as quickly as possible — and our clients' reviews are full of the words "minutes" and "same day."
What's Included
- Unlimited help desk for managed IT clients — phone, email or ticket, as often as you need, no per-call charges
- Remote support with secure, permission-based access — you see what we're doing
- On-site support across Northern Indiana, same day when the problem calls for it
- Your environment documented — logins, equipment, vendors, quirks — so whoever answers already knows your systems
- Vendor management — we call your internet provider, software vendor or copier company and own the ticket until it's fixed
- New-employee setup and departures — accounts, devices and access handled the day they happen
- Plain-English explanations — what broke, why, and what we did, so you can make decisions without being the expert
- Follow-up — we check back after the fix, because "it works now" and "it stays working" aren't the same thing
Remote vs On-site Support
We use the most efficient support method for each situation:
Remote Support
Most software issues, configuration problems, and troubleshooting can be resolved remotely. This is faster and more cost-effective than a visit. We use secure remote access tools and connect only with your permission.
On-site Support
Hardware problems, network installations, server maintenance, and complex projects often require a technician in the building. As a local Northern Indiana provider based in Plymouth, we can be at your office when needed.
We start with remote support when possible, then escalate to on-site when necessary. This approach minimizes cost and downtime while ensuring problems are actually resolved.
Our Support Process
When you contact us for support, here's what happens:
- Initial Contact: You call, email, or submit a ticket describing the problem. During business hours a person answers.
- Issue Triage: We assess severity, assign the right technician, and tell you what to expect.
- Remote Diagnosis: We connect remotely and resolve the issue when possible — usually in the same call.
- Resolution: We fix the problem and verify everything is working, not just that the error went away.
- Escalation: If remote support isn't sufficient, we schedule on-site support — same day for anything that's stopping work.
- Follow-up: We check back to confirm the fix held and answer any questions.
Throughout the process, we keep you informed of progress and explain what we're doing so you understand the solution.
Pricing
For businesses on a LecsIT managed IT agreement, help desk and remote support are unlimited and included in the fixed monthly fee, with on-site response and after-hours coverage defined in the agreement. Businesses without an agreement can get support at our published hourly rates — $150/hour for PC-technician work, $200/hour for system and network engineering, with a one-hour minimum for remote and two hours for on-site, and multipliers for after-hours and short-notice emergency work. Most businesses with more than a handful of computers find the agreement costs less than the hours they were already paying for.
"They Address Our Concerns Right Away!"
Our company's most significant advantage with LecsIT has been their immediate response to whatever issues we may have. LecsIT stands out in their commitment to resolve the problem at hand and genuinely cares about their customers.
"They've made themselves indispensable!"
LecsIT has become truly indispensable to our operations. I can send an email and get a call back within minutes — their responsiveness is unmatched. The team is kind, knowledgeable, and quick to act.
Frequently Asked Questions
Related Services & Reading
Help desk is the front door to managed IT services; the monitoring and maintenance behind it is what keeps the call volume down. Businesses with an internal IT person use our help desk as overflow through co-managed IT. See also Microsoft 365 management, VoIP phone systems, and how we compare to other IT providers. Local pages: IT support in South Bend, Elkhart, Plymouth, Mishawaka, Goshen.
From the blog: Your IT Provider Should Be Able to Answer These Questions. Can They? · The Three IT Problems Everyone Postpones Until They Can't
Need IT Support?
Call us. A person answers, and most problems are fixed in the same call. If you'd rather start with a look at your whole setup, schedule a free assessment.
Call (888) 606-8805 Schedule Assessment