Workers are not valuable

if you know of any company that has a union that includes the IT support team, I will pursue it aggressively. Sadly, even the companies with unions often omit the IT/support staff as covered under the contract. But if you (or some future reader) finds such a company, let me know and I'll add them to the list of places to watch for openings.

Agreed. If someone proposed a tech workers Union, I would sign up. The problem is that unless everyone agrees, there's always going to be some fresh-faced person straight out of college/uni who is willing to work outside the Union who will work for next to nothing.

I imagine such an organisation being something akin to the stone masons or nurses association.... Where people from all different employers and walks of life are represented as a group.

Until something like that happens, I'm afraid we're stuck. We will be exploited and taken advantage of whenever and wherever management thinks they can get away with it.

The company doesn't care about us.

I understand this entirely; the only statement I can make about "wearing multiple hats" at work, is the companies I've worked for (both the former employer, and this one) are both very small, so sometimes there's not enough of your work to keep you busy, and making yourself useful for other departments is key to maintaining your employment. Sitting around waiting for work to fall from the sky, is not a good look.

In any company that has even 4 or 5 people per department, it should never be a problem. at my former employer (the first one mentioned in the original post), we had 5 or 6 support-focused team members, I rarely stepped outside of MSP support, beyond generating leads for inside sales to existing clients for stuff they needed from a technical aspect. at the "new" place, most deparments had fewer than 4 people. The team I was on, was three support techs.

What irked me, is that as MSP, I had to know everyone else's job, but nobody was required to cross train on my team. All the other departments were solely focused on their specific tasks, but since I had to take total ownership of all the needs of the clients assigned to me, I had to know how the ISP operations and voice operations team's jobs entirely. That was problematic for me. I raised the issue a few times and did not get positive responses. I persisted in succeeding at the role regardless, but I still didn't like it. If I got a support ticket that was for an add/change/remove for a VoIP extension, I should have been permitted to forward that to the voice team and continue with my normal work, doing little more than traffic control on the ticket as a result; if a company wanted faster/different internet, or had an internet related issue, I should have been able to do the same for the ISP team, but it was expected that I would make my best effort to find and solve the problem before I engaged with that team, so I still had to know their job.

The irony of the whole thing is that the other departments jobs were so straight-forward that I was often able to do their jobs better than they could. I'm not meaning to brag or anything that I'm better or something, I don't believe I am. With my specific disability, I'm classified as neurodivergent, so there's a certain structure I always look for when dealing with issues. Simply having that structure seemed to lead me to better solutions than that team otherwise would have. The neurotypical workers in those teams would focus on just completing the immediate task, while I would go through the whole thing from top to bottom, trying to understand the full scope of the issue, from a fundamental level. This often led to me catching issues that were otherwise unnoticed. It also resulted in me taking much longer to do simple tasks than others took; which is a big reason I don't consider my approach to be "better", just different. It could be argued either way which is "better", and such an assessment is really a matter of opinion. The fact is, me doing their work often resulted in finding more issues, and taking longer. I got blamed for slow working, and they shot the messenger more than once for the problems found; so I get blamed for things a lot. I'm okay with it because I know it's not my fault. As long as nobody yells at me, or threatens my job for what I've found, I'm going to keep doing it.... but my interest in doing that work was to resolve the problems so I don't need to deal with it again later; so I always try to do root cause analysis, or RCA. RCA is not a short process.... sometimes it's as simple as changing deborah to sally, or whatever, on a phone system, and resetting the voicemail password, then emailing that information off to the customer. Other times it's that the user is assigned but to an offline or incorrect phone, or the phone is assigned as the wrong model in the system and it's not picking up the changes because the configuration file is wrong for the phone type (or any number of other errors). Things happen.

Sorry for the mini-rant, I kinda got off topic there for a bit.

This is something I've recognised for a long time. I will never get what I am worth 100% because I'm just a worker. Value from my work will be extracted because the sales staff needs to be paid, and the accountants need to be paid, and management, and everyone I rely on as a worker to both do my job and get paid. There will always be something additional removed for profit above and beyond the cost of all of those other labor needs that make my job possible, since I'm not the only person contributing to the earnings of the company, and the only way to make what I'm worth is to get out on my own, and become a contractor. I don't want to do that. I have a certificate from a local college for business; I have seen the processes and whatnot that make up the accounting, marketing, sales and other processes that contribute to the success of a transaction. I am not interested and actively dislike having to do any of those tasks.

For me, this is understood, and I've accepted that, since I don't want to do all the jobs. I'm willing to accept a certain amount of loss for my labor so I don't have to think about or engage in any of those other activities. The work I do is, to my estimation, worth at least $150k/yr, extrapolated from the amount my employers charge for my time, multiplied by the number of hours they expect me to achieve in billable time per day, times five days a week, times 52 weeks per year. I struggle to extract half that in wage. If I could get half of that in wages, I'd be pretty happy, but I can't. Therein lies the problem. I don't and never have expected my full value, but I don't think 50% is too much. Honestly, it should be higher, but bluntly, companies are not in the right position to entertain that, either psychologically, or financially due to mismanagement.

The value I'm seeking to be recognised for is that I'm worth paying a higher percentage of the earnings I'm capable of bringing in. I am useful beyond my role in almost every aspect because I've taken the time and gotten the relevant education to actually understand the factors that go into these things. I have a deeper understanding of business practices than the average, and I can all but sell a product or service to a client that they currently do not have; aka, priming a sale for the company. I have been directly responsible for several sales at multiple clients over my career. Not nearly at the same rate as our dedicated sales team, since that's literally their only job, but I've given easy sells to so many of our sales staff that, while I'm on the clock billing time for something else, sold another product with all but the papers signed and money transferred. I make other workers jobs easier, which IMO, is worth more than the direct technical value provided. It's a skill set that I don't see in my coworkers that are exclusively focused on the technology. There are many other aspects I can enhance that is valuable, and I often step out of my immediate role to help others. That's just how I am. I want to be helpful, and if something is in the best interest of the client, I will sell it. Even knowing this, and experiencing this first-hand at work, my employer still decided on a layoff.

I don't feel like any of what I've said is unreasonable. 50% of the earnings I directly bill for is my salary, and I provide value beyond that which justifies the amount spent.

I'm neurodivergent, with an executive function disorder, and that classifies me as disabled, yes. I have done everything in my power to meet everyone on their terms, so nobody needs to make accomodations for me. It's still hard to fit in for me, but I take on the challenge of that as part of the experience of employment; I do everything in my power to make sure that my differences don't affect the ability for others to operate as they normally would.

yet, I still feel rejected by the systems I've worked so hard to fit into. I'm tossed out like trash whenever they feel like I'm not doing enough, when I'm fighting very hard to survive in their world, not made for people like me. All I've ever wanted was to be helpful. Let me be helpful, and pay me for the significant efforts I take to be helpful.

Employers in any country take advantage of every opportunity to extract the most value from workers at the least expense and risk.

Workers have experienced better conditions in many advanced countries, compared to the US, but the overall structure of the system is entirely the same.

Meanwhile, the political forces that have dismantled systems of worker empowerment are operating in all countries, and in some sense are continuing to expand outside the US.

Sounds about right. There's a reason he needed to get that doctors note. Disability discrimination seems plausible.

If in the US, generally that would be an FMLA issue. But given the size of the company, FMLA doesn't apply. As I recall, it only applies to companies bigger than 25 or 50 employees. I used to work for a small MSP, and we had about 20 employees. I had no guarantee of any parental leave when my kid was born, so I had to work remotely and take PTO to cover my time off. It was not how I wanted it to go.

I have a friend who is a paralegal, and while her opinion does not constitute legal advice, she thinks I should talk to an employment lawyer as well.... I'm seriously considering it, but at the moment I'm biding my time a little bit as I still have personal effects at the workplace that I would like to recover before pursuing any action that could sour the relationship between that employer and me (from their perspective) any more than it may already be soured.

I resisted the urge to make the comment "laying someone off after they recover from a disability? That's awfully brave of you."

I don't think that would have gone over particularly well with them. Needless to say, my first priorities are to find reliable employment and recover my belongings. I'll consider it further when that is accomplished. Lucky for me, I had previously been given the name of someone who is exactly this kind of lawyer by someone I worked with. Let me paraphrase them by saying, it's not the first time, and probably won't be the last.

I feel like it's unfortunate since I actually liked the people I worked with. I didn't care for management, but bluntly, most management rubs me the wrong way, so no love lost there... But they had some really great people working there that I genuinely enjoyed working with. Oh well. Life goes on.

Thanks, I appreciate your confidence in this matter. I'm not sure I have such a sunny outlook, but I don't really have a choice but to find something. I can't sustain myself on what I'm currently getting from my insurance.