Computer technician Scott Hammons says he wants to make a few things clear: "I don't use a pocket protector, there is no tape on my glasses, and I don't pull my pants up to my armpits."
Hammons says many people still think of computer experts the way Hollywood sees them: as computer geeks. But he believes this stereotype is quickly going out of style.
"That mode of thinking is outdated," he says. "The people with computer knowledge are fast becoming the ones with the power in today's society."
"Technology is just beginning, actually," adds Sue Fanning, a computer technician. "The opportunities for advancement and challenges are untapped. There are few limitations in this field."
Fanning is working on her degree in management information systems, and so far most of her training has been on the job. She says her degree combined with her experience should put her in a "wonderful position in future endeavors."
For now, a typical day for Fanning is hectic. "[We're] responsible for everything from pulling networking cable and installing hubs, to setting up the user lists and e-mail accounts, individual instruction, hardware and software installation, and troubleshooting."
She says the job duties are diverse. Yet she does have a favorite aspect picked out: "The best thing would have to be working with the people and getting to play with the latest technologies."
In contrast, Hammons works at a computer store. Much of his job involves repairing or updating computers sold by the store. You might think that people with new computers wouldn't have any problems at all, but Hammons says at least one-third of the store's customers report problems within a week of buying their computers.
"After a few days, I'll receive a call from a customer. It almost always goes something like this: 'The computer was working fine until my friend, nephew [or] neighbor came over and helped me configure it [set it up]. Now nothing works right.'
"At this point we express shock that such a thing could ever happen, tell them to restore certain files that we had safely hidden away, and admonish them for ever letting someone touch the computer besides themselves or their family."
In such cases, his good communication skills come in handy. "People usually expect me to speak 'computerese.' They are surprised when I explain the problem in terms they understand."
Hammons has seen some pretty weird problems during his years as a computer technician. Sometimes fixing them is as simple as plugging the computer in or ensuring the monitor is turned on and the keyboard hooked up.
Other times, problems can become a little messier. "We had someone come in reporting problems with their disk drive. It turned out one of their kids had tried to lubricate a floppy disk with strawberry jam, so the drive was all sticky. A little water on a Q-Tip fixed that problem."
Hammons enjoys being a computer technician. "I enjoy finding an especially difficult computer problem and then fixing it," he says. "There is a lot of job satisfaction in taking a computer that no one else has been able to get working and fixing it."
Fellow computer tech Robert Quig also has seen his share of problems. He works at a university, helping to coordinate repairs.
Quig helps solve all kinds of problems. "The easiest are of the 'Um, did you plug it in?' variety and range up to multiple failures of components." In most cases Quig finds that the computer has been set up incorrectly.
Other times, things go really wrong. A repair technician may try to replace the system board on a computer, but that won't solve the problem. Then they check the power supply. Still no luck.
"After considerable head scratching, you might try both simultaneously, figuring that one is blowing the other," explains Quig. "This [kind of problem] can be extremely frustrating."
At times like these, it helps to have friends in the same business. "I speak on the phone with technicians from across the country," he says. "If a problem arises, I often speak with product engineers and support people from other help desks."
Another challenging part of the job is telling a customer that equipment can't be fixed or that repairs will be costly. "An undesirable part is informing customers when disaster has struck. Maybe there's data that can't be recovered or a part that has failed and will cost hundreds or thousands of dollars to replace."
Despite such problems, Quig finds his job challenging and rewarding.
"It's great to be able to fix in 30 seconds a problem that the customer thought was going to have their system down for hours and cost piles to fix."
A computer service and repair technician's work is always interesting, says Quig. "The job never gets boring because the learning never stops. Working on the cutting edge of technology gives you the chance to work with things most people won't see for another few years."
Just as technologies change, so do the problems. With the constant introduction of new models and more complex programs, Hammons says he has to keep well informed.
Fanning agrees. Her advice for those considering a career as a computer technician is: "Get your degree. Get some broad experience. There are numerous jobs out there for good technicians. The pay for 'degreed,' experienced techs is great. The opportunities in this profession are endless, as long as you keep your training and abilities up to date."
"You have to like and enjoy computers," says Hammons. "If you think Nintendo and Sega are computers, then you probably still believe in the tooth fairy. If you have a computer at home and understand some of the processes, then this is a career with potential for you."