The computer illiterate of NIU have been given a gift in the name of ResTech.

By talking with students over the phone, ResTech’s 21 technicians can picture the problem in their heads because of their experience with all types of computer programs. The one-to-two week wait to get one’s computer back does not reflect the abilities of the technicians.

Actual time required to work through a problem ranges from one to eight hours, depending on severity.

Because of Cisco Inc.’s Clean Access Agent, ResTech has acquired a negative reputation. The name of the anti-virus software causes students to quickly become spiteful with profanities spilling from their mouths.

“Clean Access will help tremendously in the long run,” Matt Campagna, a junior OMIS major said. “It will keep a lot of ‘dirty’ computers off the network. We got bombarded with a lot of extra headaches in the beginning, but once all the computers are connected to Clean Access, that will leave less-vulnerable computers to be attacked by viruses.”

In getting accustomed to the network, many students are frustrated, whether it is because of instant messenger viruses or inability to connect to the Internet. It seems the easiest solution is to emit this negativity onto ResTech. Jonathon Capps, a sophomore physics and math double major, laughed at a personal experience.

“I took them my hard drive, because I couldn’t get any information off of it,” Capps said. “I had specific files that I needed from it. All they saved was my music. The word ‘incompetence’ comes to mind.”

The jobs of these technicians are not easy. Patience is essential for success.

“I’ve been to the point where I have to explain where a key is located on a keyboard,” Campagna said. “Sometimes I’ll say ‘forward or back slash’ and they’ll actually type that out. You just need to get a feel for how fast you can talk, according to each individual. Patience is huge.”

On-site visitations to residence halls and apartments is another part of the job. Requests for visits are stored in ResTech’s main computer system as “trouble tickets.”

“If we think there might be a problem with their actual room connection, we’ll go out there and bring our laptop,” Campagna said. “We’ll connect and verify if there’s a problem with their room connection.”

ResTech’s technicians are in high demand. Campagna brought Sweeps along to visit John David, a junior physical education major. David hasn’t had Internet access since the start of the semester. As the only person on his floor in Stevenson Towers without connection, his frustration drove him to seek aid.

“I’m happy he came out to do this,” David said of Campagna. “The computer still isn’t fixed but it’s not his fault. At first I tried to figure it out on my own, but then I heard about the visits. If he wasn’t helping me, I wouldn’t know what to do.”

To assist David, Campagna carried a bag holding a laptop and each possible replacement part that NIU provides. An on-site visit can take anywhere from two minutes to an hour and a half.

If a student turns to ResTech, Campagna asks that one keep in mind the ratio of the 21 technicians to NIU’s entire student population and staff.

“Have patience,” he said. “We’re doing the best we can with the resources we do have.”