Service
Why does turnover at an IT company matter to me?
Because the person who fixed your problem last year is the one who knows your setup this year. Two service employees have left Midwest IT in 21 years, so that person is still here.
Answered by Jamie Deeter, Service Director
What turnover costs you
Every time an IT provider replaces a technician, your business pays for it. The new person does not know that your accounting system runs on the server in the closet, that the sales manager's laptop needs the VPN before the printer works, or that your busy season is October. You explain it again, the first few tickets take longer, and the fix that used to take ten minutes takes an afternoon. Multiply that by a helpdesk that turns over every eighteen months and you are training your provider's staff on your own time, permanently.
Why it happens elsewhere
Large providers run helpdesks as a numbers game: high volume, tight scripts, low pay, and technicians who leave as soon as they can. The product looks the same on the proposal. The experience is that nobody remembers you.
Our number
Two service employees have left in 21 years of doing business. Technicians stay because they are valued, treated with respect, and their voice matters here. That is not a perk we offer them; it is the reason the service works. The same care they get is the care your staff get on the phone.
What it means on an ordinary Tuesday
You call, and the person who answers has been here longer than most of your own staff. They know your setup because they built it, they know which user hates change, and they know what broke last time. That is why the ticket is quick, and it is why the survey comes back positive.
Where we did this
Order the internet circuit the week the lease is signed. Carriers take six to twelve weeks. Nothing else on a move fails as often.
The relocation checklist Did you knowA backup that has never been restored is a hope, not a plan. Ask for the date of the last tested restore.
What to actually testPeople also ask
Do you train our staff, or do we call you for everything?
Both. We train at least one internal administrator on the routine tasks so a new phone on a Saturday is not a ticket, and we give them material to train everyone else. Anything touching security, servers or data stays with us.
The full answerWho actually does the work, and how experienced are they?
The people who answer your tickets are employees here, in Pell Lake. Our level one technicians work to a standard most firms would call level two, and nobody is handed something they have not been set up to handle.
The full answerHow fast do you respond?
Our average response to a new ticket is 20 to 25 minutes, against a two-hour response commitment written into every plan. Every request becomes a ticket with a technician's name on it; emergencies are worked immediately.
The full answer
"We couldn't ask for a better IT tech than Jamie or a better IT company. Thank you Midwest IT for all the phenomenal help and services you provide."
Client, 2024 surveyMeet Jamie- A technician who knows your setup takes every request. Not a dispatcher, not a queue.
- Every closed ticket is surveyed and a partner reads every response.
- 99.5% of surveys come back positive.
- Family-owned since 2005. 21 years in the same corner of Wisconsin, not going anywhere.
"Another great job by Midwest IT. Our company just loves your fast response to our issues."
Client, 2024 surveyTired of explaining your business again?
Meet the people who will still be here next year.
Talk to a partnerTalk to a partner, not a sales script.
Tell us what is going on. A partner will call you back the same business day, look at what you have, and tell you honestly whether we are the right fit. No pricing pressure, no pitch deck.