Running head: GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD
Introduction
Computer Scientists and IT professionals are trained in the science of computers. Their roles are
to understand computers inside and out. They are in charge of knowing software as well as
hardware. Their primary role is to understand how a piece of hardware or software will affect
the system and how it will interact with other modules a computer is running. Not meeting the
proper requirements, a change in the virtual working environment, or a combination of two or
more issues could be detrimental to a person or even a corporation. Small companies and big
corporations are in constant need of a Computer Science/IT professional to be on call to ensure
the company runs adequately at all times. To increase stability and remain safe, most companies
or corporations have backup systems in case disaster strikes, and that means that technicians
need to be available to provide maintenance and keep a watchful eye on all the systems including
the backup systems. Depending on the size of the company or corporation this number can vary
immensely.
This report is written to appeal to the interests of incoming college students still on the search for
a career to decide their educational path. The purpose of this essay is not to persuade readers to
choose the Computer Science/IT field, but instead to inform of what work would be like if it
were chosen.
This document is limited to information available to the public and is based on reports from a
small percentage of Computer Science/IT technicians in North America. It is not a report of
exact circumstances in every company or corporation.
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GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD
Methodology
I have been interested in a career in Computer Science/IT since Jr. High School and I certified as
a Computer Technician (A+ Cert.) in June of 2014. My interest for the certification ignited a
much deeper interest in the Computer Science/IT world for me. I have spent hours researching
about the profession and made friends with a vast number of technicians. Knowing them and
speaking with them about the field has increasingly molded my determination to pursue a
Computer Science/IT degree and career.
Empirical evidence for this report is based on a face-to-face interview with Adam McDonald,
Head Agent and Manager with years of experience of Geek Squad, South Salt Lake, Utah.
Print evidence for this report includes the Geek Squad mission statement as well as a picture, all
of which can be found on the Geek Squad webpage or any physical Geek Squad location
Electronic evidence for this report is based on information from the official Geek Squad website
as well as GlassDoor.com.
Discussion
Background Information
Geek Squad was founded in Minnesota in 1994 by Robert Stephens as a way to help pay his bills
and college tuition. At the time the Geek Squad was a one man team consisting only of
Stephens. Stephens founded Geek Squad with only three things, $200 in his pocket, a cell phone
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GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD
the size of a burrito and a bicycle as a means of transportation. The company grew rapidly,
because the competition at the time was impatient, disrespectful, unpunctual, undedicated, and
bland. As Stephens gained popularity, he realized that a bicycle wouldn’t be enough, especially
during the cold Minnesota winter season. This sparked the search for the first company vehicle.
The first company vehicle was the 1958 Simca Aronde Elysee. The vehicle not only served as a
better means for transportation, but also as a driving billboard for the brand. After having
experimented with many different vehicles, Robert finally decided to stay with the 1998
Volkswagen Beetle as the official Geek Squad vehicle. In the Late 1990s the first Geek Squad
headquarters was built. It served as the central nerve of all Geek Squad operations. In 2002
Geek Squad officially teamed up with Best Buy and rolled out to become a national presence. In
2006 Geek Squad took an enormous step by hiring Agents outside of North America and in
China. In 2007 Geek Squad began patrolling the streets of London and started the partnership
with Carphone Warehouse. Geek Squad continued to expand globally and as result through
2009 Geek Squad expanded to Puerto Rico, Mexico, Spain, Turkey, Netherlands, France and
Scotland. Still today Geek Squad continues to expand globally becoming a widely renowned
brand.
Mission Statements
Like most companies, Geek Squad is guided by a specific mission known as the “Geek Squad 5Point Pledge” as well as two specific mottos. These three are the same in every Geek Squad
location around the world. The “Geek Squad 5-Point Pledge” states the following: 1. Stand
behind our work, 2. Respect your equipment as if it were our own, 3. Provide expert service at a
competitive price, 4. Do what it takes to make it right, and 5. Teach you to use your system.
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GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD
These five points are held up to every agent as a way of interacting with clients, and as a way of
behaving in front of clientele as well as behind-the-scenes. In addition to the “Geek Squad 5Point Pledge” agents are expected know and follow two mottos and one of those mottos is: “I
will never say ‘I don’t know’ instead I will say ‘I will find out’.” Agents are expected to find out
a solution to an issue should they intercept something they are unfamiliar with. The second
motto is the Latin phrase “Cura et Celeritas” which translates into English as “Accuracy and
Speed.”
Rewards and Benefits
Keeping in mind that the Geek Squad is a low start on the hierarchy as far as Computer
Science/IT occupations go, the average annual salary for Geek Squad technicians in the United
States currently ranges from $40,000 and higher. At all Geek Squad locations, working thirtyfive to more hours per week qualifies one for full-time status and benefits. These benefits
include:

Bi-weekly base pay

Pay for performance

401(k) plan

College tuition reimbursement

Employee stock purchase plan

Employee discount

Path To Excellence program which offers rewards varying from paid vacations, local
event tickets, in store credit, merchandise and apparel and much more; service awards

Short-term incentives for exceeding certain goals
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GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD

Health care and wellness resources

Prescription and drug discounts

Vision care discounts

In home doctor visits

Life solutions such as certified councilors, financial advisors, legal councilors and many
more

Paid time off, paid sick days off, and paid holidays

Every other weekend off

Relocation assistance

Time-and-a-half, which applies if you are scheduled to work on a holiday, this means that
whatever amount of hours you are scheduled to work, they will pay you that, plus an
additional half of your shift as a reward
Work Environment
Since Geek Squad is located within Best Buy, Geek Squad’s hours of operation are dictated by
Best Buy’s hours. Long hours are common depending on one’s occupation, some more than
others. Forty plus hours a week is very common and additional hours may be arranged should
there be the need for them. Technicians must be able to handle many different issues at a time;
there are a limited number of technicians and an unlimited number of clients with issues, so the
demand for assistance is constant. The environment is a business casual environment with a
strict dress code of white button-up short-sleeved shirt, black tie, black pants, and black shoes.
There are always deadlines that have to be met with exact precision; not meeting a deadline
could be catastrophic to a client, small business or big corporation. Technicians are constantly
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GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD
handling client’s sensitive and private data. The clientele trust the technicians and the
technicians are expected to uphold that trust and treat every client’s data with honesty and
extreme precaution.
Starting technicians work the front scenes, also known as the front precinct, and are the ones who
decide if an issue can be solved up at the front, or if the issue needs to be escalated to the
advanced technicians, who work behind-the-scenes. The front area is accommodated with two
desktop computers used for logging every interaction, checking in and checking out systems, and
for looking up information or providing helpful resources for the client as well as the technician.
In between the two desktop computers is a big desk area where clients set their computers and
showcase their problems. Below the desks are cabinets arranged with a variety of papers ranging
from helpful information for the clients, to paperwork and sheets that clients need to fill out
according to each issue’s needs. On the opposite end of the front desk are big filing cabinets
with alphabetical tabs, and within each tab are printed, signed and stapled interactions with each
and every client should there be a need to reference past interactions or repairs.
Advanced technicians work behind-the-scenes, also known as the back precinct. The back
technicians are the ones who work on the computers in much greater detail should the front agent
fail to solve the issue upfront. The back area is accommodated with two desktop computers used
by the technicians as an additional resource to aid the process of repairing a system, as well as to
log each interaction they had with a client’s computers after the job is finished; there are cabinets
with various adapters, tools, chargers and power chords; a tool box with each drawer labeled in
correspondence to what is inside; three areas of spacious shelves each divided into three sections.
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GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD
One of the shelves is where the computers awaiting repairs are set; each computer is set here
with a folder placed on top of it. The folder contains the client’s personal contact information,
an overview of the issue the computer is in for as well as a log sheet where the technician
handwrites each interaction they have with the computer should another technician need to take
over and pick up where the last one left off. The other shelf is where the computers currently
under repair are set; this area is accommodated with power outlets, surge protectors and various
computer chords. The last and final shelf is where the computers with finished repairs are placed;
computer here are set in the same manner as if they were awaiting repairs. The computer is set
down and the same folder from the beginning is placed on the system once again. From this
point the front technician needs to showcase the client’s issues have been repaired and check the
system back out to the client having them sign the proper papers, which are then filed into the
alphabetical filing cabinet.
Social Environment
Although the Geek Squad has specific rules and stern regulations, it isn’t a dull place to be. The
social environment is positive and upbeat. Jokes are constantly being tossed around from one
person to another. Even the administrators and management joke around with the employees.
The environment isn’t as dull as it is made out to sound like. The technicians in the back have
music playing constantly and are open to suggestions on what to play; it is more of an open
playlist where anyone is free to suggest a song. The management is completely on board with it
so long that it doesn’t interfere with work. Surprisingly it has resulted to increase the drive to
work and has speed up the turnaround time for repairs. Nerdy or Geeky conversations are very
common and often arise within the employees; not all talk is work related. Conversations vary in
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GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD
topics from the latest gadgets and gizmos, the latest computer virus, the latest in computer
hardware as well as software, movie references, the latest in computer protection, rumors about
future technological releases, and much more.
Advancements
Geek Squad is a company that offers many opportunities for advancement within the company.
One may or may not start up high in the rankings instantly, but with hard work and dedication
advancement is achievable. The positions start out and increase in the following order:

Consultation Agent

Operations Agent

Consultation Agent

Advanced Repair Agent

Counter Intelligence Agent

Deputy of Counter Intelligence

Senior of Counter Intelligence
Conclusion
Geek Squad is an organization that provides computer services and repairs. It is low on the
hierarchy as far as Computer Science/IT positions go, but it does a fantastic job at showing one
what work is like in the field such as dealing with individual clients, small businesses, or big
companies, working on troublesome systems, performing repairs on computer systems, working
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GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD
in a business casual environment with strict deadlines, working with sensitive data at all
moments, working with possibly confidential information, and much more. The type of person
that would succeed in the Geek Squad would be a person that is knowledgeable with computer
systems and electronics. Not only understanding computers is enough, but also one must know
how to troubleshoot and deal with a wide variety of issues that may strike a system.
Additionally, one must have a tolerance for angry people. Keep in mind that the people who
visit the Geek Squad are people who are experiencing issues with their systems and issues may
strike at most inconvenient moment for clients, causing them to be irritated and mad. A Geek
Squad agent must have tolerance for such situations and be able to console the client making
them feel that the issue that they are experiencing will be addressed. In turn, one must be
outgoing and have the ability to easily talk with strangers. Much like any life situation, one will
not be around familiar people at all times and Geek Squad sets a good example of that. At all
times of the day, strangers go into the Geek Squad seeking advice and solutions and one must be
able to provide without being timid. Finally, one must enjoy taking on challenges and solving
puzzling computer issues. Computer Science/IT is all about finding ways to solve computer
related issues whether it is with an individual’s computer, a small business, or a big corporation.
Computer Science/IT wouldn’t be the path to choose if the statements above sounded
unappealing.
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GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD
Artifacts
Geek Squad,
Front Precinct
Geek Squad,
Back Precinct
Robert Stephens,
Founder of Geek Squad
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GEEK SQUAD: COMPUTER SCIENCE/IT THROUGH THE LENS OF GEEK SQUAD
References
A. McDonald, personal communication, February 4, 2015
Geek Squad. (2015). [Robert Stephens, Geek Squad Founder]. Picture of Robert Stephens from
Geek Squad Website. Retrieved from http://www.GeekSquad.com/info/photos/GeekSquad-Stephens-Robert- f4k3p1cl0l.html
Geek Squad Official Website. (n.d.). Retrieved February 25, 2015, from
http://www.geeksquad.com/
Glass Door. (2015). [Front of Precinct Picture]. Picture representation of precinct from the Glass
Door. Retrieved from http://www.glassdoor.com/Photos/Geek-Squad-Office-Photosl1ckMynU75.html
Glassdoor – an inside look at jobs & companies. (n.d.). Retrieved February 25, 2015, from
http://www.glassdoor.com/index.htm
Piedra, Christopher. "Geek Squad Behind-The-Scenes." 2015. JPEG file.
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