Kent ISD — Students from Kent Career Tech Center’s Networking and Cybersecurity program got a taste of real-world information technology work during a recent visit to Service Express in Grand Rapids — including working in less-than-ideal conditions.
The company helps organizations keep their data centers running smoothly by providing maintenance, hardware support and managed infrastructure services.
As they entered the company’s lab, students immediately noticed the heat. With the air conditioning not operable and rows of computers generating warmth, the environment mirrored what field technicians sometimes face on the job, explained tech support manager Matt Kaminski.
‘They focused on the importance of building relationships in every way.’
— Caledonia senior Sam Walma
Kent Career Tech Center instructor Joe Lake said that kind of realism was what he wanted his students to experience. Lake said his goal is to help students understand both the technical demands and day-to-day realities of IT careers while building confidence in their abilities.
“My goal is for them to see what the work looks like in the field and to give them the confidence they can do the work,” Lake said. “It is also an opportunity to show them, first-hand, the great companies to work for right here in Grand Rapids.”
Lake had brought his class to the Grand Rapids-based company for a tour earlier in the school year. That tour led to discussions about how to give students more hands-on experience, along with exposing them to job opportunities in the IT and computer science field.
“If you are looking to become a programmer or developer, those are positions that are being impacted by AI,” said Dale Harding, a support specialist and technical trainer for Service Express. “But for the physical hands-on service calls, we are a long way away from those being taken over by robots or AI.”
According to the U.S. Bureau of Labor and Statistics, computer and information technology occupations are expected to grow much faster than the average from 2024-34, with about 317,700 openings each year.
A service tech starting out probably would make about $50,000-$55,000, Harding said, adding that field engineers and service techs can earn overtime, which could easily bump them into a six-figure salary.
Computing the Possibilities
During the four-hour visit, students learned about Service Express and the importance of customer services and communication. Students also heard about specific technology and programs, and participated in hands-on activities.
West Catholic senior Josh Gardner said the opportunity to speak with professionals in the field, along with hands-on experience, has provided valuable insight.
“I have not done a lot of hands-on, physical training working in a center,” Josh said. “I really enjoyed learning about the different internal systems, the boards and what does what.”
Caledonia senior Sam Walma said that, in addition to learning about specific technology such as the various server management systems, he also found it interesting how much customer service was involved in the work.
“They focused on the importance of building relationships in every way,” Sam said. He added that visiting Service Express was beneficial because it gave him the opportunity to explore a career in the IT field.
Sparta senior Alex Colby said he was not surprised by the importance of customer service in tech-related positions, since workers often help people solve problems.
“It really shows me how the actual environment is, and shows the core values, along with what I am going into and what to expect in the near future,” Alex said.
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