Computer Information Systems Specialist

"Getting 38 new E-mail messages is typical," says Carlie VanWilligen. "If I don't get any mail, I know the system is down. If I get more than 40 messages, I take some aspirin." She smiles and glances quickly through the list of mail, deciding instantly which messages to read now, and which can wait.
So begins another day as User Services Specialist for Grinnell College, in Grinnell, Iowa. "That title is misleading," she says. "I should be called a computer systems specialist, or an information technologist, or something a little more descriptive." A look around her office, crowded with two computers, computer manuals, and software installation boxes, gives a small indication of the scope of her responsibilities. "Basically, I make sure that the computers on campus stay functional. Along with our two programmer analysts, we support almost 800 computers."
"The thing I like best about this career," she says, " is the change. Each day brings something new, something I haven't ever seen before." While a lot of her work is done in the campus computer labs, she is also responsible for maintaining and supervising the computer "Help Desk."
"The Help Desk is really our first line of defense. When someone on campus has a computer problem, they call the Help Desk first," says VanWilligen. "Our student staff tries to diagnose and solve the problem. If they can't solve it, then they forward the person to me. I end up visiting their office and solving the problem from there."
Is there a downside to this career? "Oh, yes," says VanWilligen. "Mostly it comes from frustration. When I can't immediately see what the problem is and the user can't use her computer for an extended period of time. Add to that the sheer number of computers I support, and there are days I think I should go back to teaching high school math."

WHAT IT TAKES
"I think, above all, you must be a 'people person'," VanWilligen says. "I know it's cliché, but that's what it comes down to. You can always learn the technical things, what goes where and how, but unless you can deal with people in a fair, consistent, and compassionate way, you will not succeed in this career."
Along with people skills, VanWilligen cites a knowledge of the basics of how computers work, the relationship between the hardware and software a computer needs, and the common mistakes people make when working with computers as essential. "I have seen the same basic problem thousands of times," she says. "But every time, it is presented in a different manner. You have to know what you are looking at, and what you are looking for, in order to solve most problems."

EDUCATION AND TRAINING
"A lot of people believe that to get a job in computers, you have to have a computer science background, and that's just not true," VanWilligen says. "I actually have no formal computer science training - unless you count that one programming class I took in 1986 as a college freshman." However, most computer information systems specialists have a four-year college degree.
Her opinion on the "ideal" education is strong. "I would get a degree, either two or four year, in a science - math, chemistry, physics, biology, computer science - whatever. Within that, I would make sure I have plenty of arts and humanities classes, and some exposure to education and teaching helps as well," she says. "These three things come together in enhancing your ability to problem solve, work within a team and individually, and have an understanding of the people whose computers you fix."
Outside of formal education, VanWilligen believes that nothing is more beneficial than hands-on experience. There are internship positions available that give students the opportunity to learn troubleshooting and customer service skills. And, if all else fails, work on your home computer. Take it apart and put it back together, if you can, without worrying someone will need to use it. Download free software from the Internet, scanning for any potential viruses first. Read the latest computer industry magazines and manuals, many are available free online.
Computing is also a lucrative profession. "People who are just starting, just finishing college or technical school, will probably start at $20,000-$25,000, depending on their expertise, area of interest, and geographic location. With experience and additional training, top end salaries are over $100,000," VanWilligen says.

WANT TO KNOW MORE?
VanWilligen says to get the best information, talk to people in your community who work in the computing industry. "Go to some of your local businesses and ask to speak to the person who works on their computers. Or, visit a college or larger business organization, and ask to talk to someone in the information technology or computer departments," she says. "These are the people who can give you a firsthand look at what the day-to-day operations of computing involve." VanWilligen also invites students to contact her with any questions they may have. She can be reached via email at: [email protected].

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