It was my third week on the job, a Wednesday. Up until this point, I had spent a week in training and two doing simple tasks like swapping keyboards and mice, learning the culture, and meeting various people. But on this day, which also happened to be an anniversary with my wife, I got my first major test, a desk swap.
On the surface, a desk swap sounds simple: unplug a bunch of cables, move the hardware, and connect them again. But these workstations were neither simple nor single; each desk had two machines connected with KVM switches; one had four heavy and thick (for LCDs) 21-inch monitors, the other had six. All the monitors were attached with heavy metal arms to rails on the desk. The traders had his or her preferences for which machine displayed on which monitor. These were also SBFI trading desks, which means that the cables are built into the desk, and that if they’re not properly labeled, it’s a trial-and-error process to figure out which cable is which. At the time I didn’t even know what a trading desk was, and I tried to pull out individual cables, which complicated things.
I was given fifteen minutes to do the job, starting at 18:45, with my scheduled off time at 19:00. Of course, knowing what I know now, fifteen minutes is not a realistic time in which to get the job done. Even at my peak, after I had mastered this job after a year, it would have taken at least thirty minutes, barring any unforeseen issues. This was a test from my manager. How would I handle it?
Of course, my manager did not know that it was my anniversary, and that I was planning to have dinner with my wife. We weren’t supposed to do overtime without pre-approval, either. With these looming over my head, I had extra desire to finish quickly, but it was my first time doing this and I couldn’t rush it. And it was the only window in which to get this done: the voice guys had already come and swapped the dealer boards, so there was no going back.
In my innocence, I thought it would be easiest to physically swap all the monitors. Considering the users’ preferences and that even identical model monitors can have variations in color and viewing angles, it seemed like the right thing to do. After all, in the small office environment where I had last worked, I’d do stuff like this all the time. I quickly learned that things were different in this environment.
First, as mentioned before, these motherfuckers were heavy. The monitors were 21-inch professional-grade NEC LCDs, three inches thick. The metal arms, then, had to be just as heavy duty in order to hold up these monitors to the rails. Second, the rails are situated at the back of the desk, furthest away from you. You have to lean forward and extend your arms while holding something that weighs like a couple of bowling balls, and you have to precisely guide the metal arms into the rails, then hold up the weight while you lock them down. And sometimes the locking levers were stripped so you had to manually position them a certain way or the whole thing would come crashing down, or you’d fuck up your fingers getting them caught in the rail. Seriously, I don’t think it was even physically possible for some of my skinnier coworkers to do this.
Third, on some monitors, the cable screws would be frozen in the holes, and no amount of twisting or even using a screwdriver could unfreeze them. This was a blessing in disguise for me though because this is how I learned that moving all the monitors didn’t make sense. In the end, I just moved the two over to the other desk and arranged both to match their originals.
All this time, I’m sweating profusely in my wool slacks, cotton undershirt, and button-down dress shirt, the standard uniform for this company’s IT staff, regardless of the physical demands of the job. On the third day of this job, three weeks prior, my 15-year-old pair of dress shoes gave out right in the middle of training, and I had to run down to the mall to get a new pair. Unfortunately for me, this was a luxury mall, and even the cheapest pair of shoes ran several hundred US dollars. If I was going to spend hundreds of dollars on shoes, I figured I’d at least get a pair that I thought looked good. Somehow, in the end, the shoes I bought cost nine hundred dollars, and I walked out of the store in a daze.
So here I am in my nine-hundred-dollar shoes, crawling and squatting underneath desks, pulling out wheeled trays with sharp metal edges on which 50-pound metal computer towers sat. These shoes were meant for going to a wedding, or a ball, or perhaps wearing to work by those whom I was moving these workstations for, not for physical activity. But I needed to bend my feet to get under the desk, and the leather was hard. Well, I had to do it, and when I finally sold the shoes on eBay last year the crease was still there.
Now, it was 20:30, and with the workstations physically configured, it was time to test and make sure everything was where they were supposed to be. Fire up each workstation, confirm they are displaying on the correct monitors, confirm the KVM number matches, and confirm they can ping the Exchange server. Yes! Time to go, time to have a nice dinner with my wife, and time to worry about the true test tomorrow morning when the traders come in to work. Welcome to life in frontline IT support, investment-bank style.