Computer M.D.s: when computers go down, it's frustrating and disruptive. Computer repair technicians can save the day - tech connection

Career World, Sept, 2003 by Monika G. Vaccaro

It's nearly midnight. You're working on a final paper for tomorrow's social studies class, and it's nearly finished. Then your PC crashes! Now what?

Imagine then how a business owner feels when computer equipment--such as desktop computers, laptops, servers, or printers--breaks down. The results are lost time, lost productivity, and lost revenue.

We are so dependent on computers today that being unable to use them, even for a short time, can be disastrous. Computer repair technicians must have the skills to quickly diagnose and repair this essential equipment.

Service Levels

Companies like CompuCom Systems Inc. offer various levels of service. These range from technicians who work on-site with a four-hour turnaround time, to a "best effort" arrangement with a three- to five-day turnaround time.

"There are challenges with time," says Tim Amico, a technical support technician for CompuCom. "You have to have things back to the user quickly."

In addition to selling service Contracts, companies may serve walk-in clients.

Tools of the Trade

Amico has worked on walk-in calls. "A customer calls in to a dispatch area, and I get a description of the problem.... They either bring in the computer or send it in. I'll put it up on the bench and try to recreate the problem. Then I'll try to troubleshoot it from there. There are many diagnostic tools you can use, and some of the systems even have diagnostic tools [built in]."

These tools are not physical objects but rather are software programs that help technicians determine what is wrong with the equipment.

"They'll go in and test the components and see if they fail. They're very helpful. They help narrow down the problem."

Repair or Replace?

Once the problem is isolated, technicians must work to correct it. For hardware problems, "Normally, the technician will replace the part," says Frank Seklecki, a CompuCom manager. "The technicians will check to see if the system is under warranty. After the repair is complete, the defective part must be returned to ensure warranty reimbursement. If [the problem] is software-related, they may be able to repair the software problem or re-image the system."

Certifiably Good

Most computer repair companies prefer their employees to have some type of industry certification. Many certification programs are available.

The Computing Technology Industry Association (CompTIA) offers certifications for computer repair technicians. Their A certification is often the first level of certification that employers look for.

Dave Smith, CompuCom's vice president of technical services, says, "We urge young people ... who are serious about working in information technology (IT) to study hard, thoroughly learn the material, and take and pass the A exam. We look for people who have trained responsibly, mastered the material, and earned the certification."

"Our A certification is vendor-neutral," says Tancy Stanbery, senior certification program manager for CompTIA. "When someone achieves the CompTIA A certification, they have the ability to work on a variety of hardware and software" from a variety of manufacturers. Certifications for specific products are also available.

Dealing with the Public

Computer repair technicians must find out what has been happening with the equipment. And the first step in doing this is to ask the customer. Technicians need to communicate in "user-friendly" language. They must also be patient with customers.

"We don't test on soft skills, such as communication and organization, but A techs really must have those interpersonal skills," says Stanbery.

All the Parts

Edward Brita of CompuCom says that technicians must know how all the parts connect to make the computer work. He believes technicians need to be able to build and set up equipment. This is how they learn about hardware such as the CPU (central processing unit) and monitor.

"We found that a lot of people we interview, with or without certification, don't have hands-on experience. They think they need only software experience."

Stanbery agrees. "It is important that they're not only 'book smart' or have certification, but that they have hands-on experience. We want those who go through certification to have some prior lab or real-life experience."

Chris Stephenson, the K12 Taskforce Chair for the Association for Computing Machinery and co-author of Careers in Computing, said girls are not encouraged to get hands-on experience. "A lot of girls don't really consider this a career choice because they haven't had the opportunity to open a computer and take the memory out. Research shows that girls aren't encouraged to tinker with the hardware."

But Stephenson feels that girls have the necessary skill sets for a career in computer repair. "They're problem-solvers. They have inquiring minds."

What to Expect

According to the U.S. Department of Labor, computer repair technicians earn a median yearly salary of $31,300, with the lowest paid earning about $19,760, and the highest paid earning $48,710 and up.