“Job Security,” Am I Right?
Introduction
As I settled on writing a different blog idea, I heard my folks talking about an unknown error on an important email going out to multiple people. My mom asked if there was any specified issue, and my dad said he was unsure. My ears perked up, knowing what would happen next. As expected, they came into the office and asked me “What does this mean?”
I read the email, and here’s what it said:
“Your message wasn’t delivered to XXXXX@XXXXX because the address couldn’t be found, or is able to receive mail.”
Here’s a dramatic reenactment of the error.
INFO
Note: This is not the actual person’s email
After reading it, I explained that the email address was likely incorrect. They breathed a sigh of relief and went to resolve the issue, thankful they didn’t have to resend the email to everyone.
"Hey, It's Job Security"
Did they need me? No. If they had read the exact words out, I’m sure they would have been able to determine the issue and resolve it. I’m not insulting them or belittling their intelligence, they are very capable at a lot of things that I would need a second opinion on.
However, this has been an extremely common occurrence at every IT job I’ve ever had. In fact, I’ve experienced so much worse.
📋 INFO
Here is a list of issues I have experienced at work:
- “How do I turn down the volume on this TV? I just turned it off, I’ll wait for you to be onsite.”
- “The printer isn’t working and I don’t understand the error” (Spoiler: It was “No Paper in Tray 1”).
- “How do I send an email? I messaged them in Teams but they didn’t respond, and I didn’t get an answer when I called.”
- “My laptop won’t turn on, I think it’s broken” (Spoiler: It needed to be charged.)
- “People keep not responding to this Teams notification. Let’s set up another one for that exact same group.”
- “I don’t see anything on screen and I can’t find the computer. I see that the modem’s turned off in that room though, could that be the problem?” (Yes, I am completely serious)
Note: This transcends age. The Boomers and the Zoomers both ask these kinds of questions.
It’s the oldest joke in IT: “Hey, it’s job security.” It doesn’t matter if it’s learned helplessness, or ‘not their job,’ or that they just buy a new printer every time the paper runs out, or that they’re secretly Amish and don’t actually own a TV or computer so have never experienced this before. If the company ever fired me, everything would immediately break down. I am the IT Help Desk department at my current job. Items that need escalation better truly need escalation.
I’ve realized just how true “It’s Job Security” is. It’s practically a Boolean at this point.
AI Won't Replace Us
As everyone talks about how replaceable every white collar person is during this AI-wild west of layoffs, I’ve wondered just how replaceable my job isn’t. Let’s exclude the obvious for a minute: Currently there isn’t an IT AI or robot that installs and moves computers, repairs devices, runs Ethernet across a building, or changes out server hard drives. I want to look at this issue from purely a “Help Desk” position where someone reaches out in a ticket/email/phone call and gets a response.
I genuinely think that any attempt to replace IT workers with AI will immediately crash and burn. And here’s the basic reasons why:
1. AI requires context. If you can’t be bothered to read the error message, you aren’t going to know what the issue is. Most people won’t be able to tell the AI what the issue is (and most tickets just say “X is broken” anyways). Meanwhile, IT can read the error and think critically.
2. The level of tech literacy the average person has is generally low. So when AI asks someone to do something that might be considered difficult for the average person (e.g. Open Event Viewer, find the System and Application Logs, save the logs as a .txt file, and then send it in the chat), they’ll either immediately give up or just want to have someone else do it.
3. AI is still often incorrect. This isn’t necessarily due to hallucinations (though those do happen). I’ve attempted to ask questions while troubleshooting about specific models or errors in Event Viewer and been led on an incorrect path. The average person who doesn’t know what’s wrong could easily be led down a rabbit hole of trying to fix something when the error is misdiagnosed (e.g. when someone says “This App isn’t working” when the problem is actually that their device isn’t connected to the internet).
AI Won't Replace Anyone, Period.
This makes me wonder even further about the feasibility of replacing other positions with AI. Wouldn’t I encounter the same issues regarding an AI accountant given my lack of knowledge on taxes? Would I feel confident in what an AI compliance-bot tells me versus an actual person? Would seeking legal advice truly be resolved with AI or just lead me down a rabbit hole of trying to find the answer?
I genuinely don’t think that AI will replace our jobs anytime soon. I wouldn’t even give it my lifetime. I think that most people have a way stronger job security than they realize, even if the market is severely undervaluing their skills. So let’s all hold up a mug of something hot and laugh around the water cooler knowing that we’re all too ignorant to do anyone else’s job.
Remember, “It’s Job Security.”
But what do you think? Is AI going to eliminate all jobs and necessitate UBI, or will we still need people because the tech is nowhere near complete? Let me know on social media. Thanks!