Description
Obran Cooperative is the first worker-owned cooperative conglomerate in the US. At Obran, we believe that everyone should own their work, and that ownership can dramatically improve our lives, both financially and emotionally. Growing worker-ownership is foundational to building a more equitable and just economy, an economy that enables the people who create value through their hard work to share in the value they create. At Obran, we are pioneering a new approach to grow worker-ownership at scale and create a new economy.We are seeking a Support Specialist to join our team and help minimize technical interruptions.
In this role, you will work closely with Obran’s Tech Systems team to assess incoming technical support tickets, diagnose issues, solve issues and document processes and recurring issues. You will be responsible for ensuring a positive experience of all Obran employees and stakeholders.
Objectives:
- Work with appropriate internal teams to solve tech related issues and manage them through resolution
- Set up user accounts and permissions on the organizations servers and applications, ensuring appropriate access levels
- Respond promptly and professionally to support tickets, maintaining a courteous approach
- Create new user accounts/profiles and address password-related issues
- Effectively prioritize and manage tickets and workload.
- Make recommendations for purchasing items to fulfill end users' requirements.
- Track regular support issues and identify areas where the coop could improve resources or processes
- Install, configure, administer, maintain, monitor, diagnose, and repair end-user systems (Microsoft Windows and Apple Mac OSX) and software applications across the cooperative.
- Support the implementation of new security policies and procedures
- Install, configure, administer, maintain, diagnose, and repair printers, including multi-function printers, copiers, and mobile devices within the corporate environment.
- Process hardware return merchandise authorizations (RMA) and/or warranty replacements.
- Work with internal stakeholders to support the testing and evaluation of new technologies to ensure compatibility and effectiveness.
- Maintain an accurate inventory of hardware and other computing assets.
- Ensure all tasks are conducted in compliance with Obran's standards and procedures.
- Conduct regular self-checks on completed work to ensure security and audit compliance.
Requirements
- Advanced Troubleshooting Skills: Ability to diagnose and resolve more complex issues beyond initial problem identification, including in-depth knowledge of operating systems (Windows, macOS, Linux), office applications, and healthcare-specific software.
- Networking: Strong understanding of network configurations, including wired and wireless networks, VPNs, and remote access tools. Knowledge of network troubleshooting, IP addressing, and DNS management.
- Security: Knowledge of security protocols for dealing with spam, malware, and virus threats. Experience with antivirus software, firewalls, and email filtering techniques. Understanding of best practices for IT security, particularly in a healthcare setting where data protection is crucial.
- Hardware Diagnostics: Experience with diagnosing and fixing hardware issues, including PCs, laptops, printers, and mobile devices. Ability to replace hardware components and manage inventory for replacements.
- Software and Applications: Proficiency in supporting a wide range of applications, including office productivity tools, email clients, healthcare management software, and virtual machine environments. Ability to guide users through complex application features and troubleshoot application-level issues.
- Virtualization: Knowledge of setting up, managing, and troubleshooting virtual machines and virtual desktop infrastructures.
- Experience with Cloud-based systems
- Proven experience as an IT Helpdesk Support Technician or in a similar role
- Bachelors in IT or equivalent experience
Preferred qualifications:
- Communication: Strong English communication skills, including verbal and written communication. Developed ability to explain technical concepts to non-technical users and document solutions and procedures.
- Problem-Solving: Ability to think critically and apply logical troubleshooting steps, often under pressure.
- Customer Service: A patient and user-focused approach to support, understanding the critical nature of issues in a healthcare setting.
- Teamwork and Collaboration: Ability to work closely with other IT staff, including Level 1 support, network administrators, and security specialists, to resolve complex issues.
- Continuous Learning: Commitment to staying updated with the latest technologies, security threats, and best practices in IT support, especially those relevant to office and healthcare environments.
- Experience with Cloud-based systems
- Capable of undertaking additional discovery, research and requirements analysis - doesn’t rely on the client for full understanding or knowledge of issues being resolved.
- Specialized Healthcare IT Experience: For those in healthcare settings, experience with Electronic Health Records (EHR) systems, HIPAA compliance, and other healthcare-related IT practices can be crucial.
Benefits
- Medical, dental, and vision insurance
- Life Insurance
- Paid time off
- Flexible schedule
- Personal enrichment resources offered to all Obran Cooperative members
- Financial budgeted resources offered to all Obran Cooperative members
- An ever growing set of member benefits offered to all Obran Cooperative members
- Optional participation in the Obran Cooperative board and committees to help define future Obran Cooperative member benefits for all Obran Cooperative members
Salary Range
6.5lac - 8.5lac per annum
Our Mission
Obran Cooperative’s mission is to put the engines of business to work for humanity.
Our Vision
Obran will be the world's largest worker-cooperative conglomerate. We exist to grow profitable, useful, and impactful businesses that serve our members, customers, and communities. We acknowledge structures of inequity and embrace the struggles to overcome them, one workplace at a time.
Our Values
- Democracy: We empower and educate members to participate fully in workplace decisions.
- Innovation: We question the status quo and find new ways of working that are better for ourselves, our customers, our communities, and the environment.
- Solidarity: We act in ways that promote equity and inclusion; we are pro-black, pro-women, pro-LGBTQ+, and against hate and discrimination in all its forms.
- Humanity: We believe that workers are humans first; we foster dignity, respect, and joy in our interactions with each other.
- Balance: We think critically and holistically about our decisions, and seek balance in the short- and long-term outcomes of all stakeholders we touch. Our stakeholders include our members, our families, our communities, our investors, our customers, our suppliers, and the environment.
Our Principles
This organization operates in accordance with the Rochdale cooperative principles:
- Voluntary and open membership
- Democratic member control
- Members’ economic participation
- Autonomy and independence
- Education, training, & information
- Cooperation among cooperatives
- Concern for community
Salary Range Disclaimer
The base salary range represents the low and high end of the range for this position. Actual salaries will vary and may be above or below the range based on factors including but not limited to location, experience, net disposable income, and performance. The range listed is one component of Obran’s total compensation package for employees/members. Other rewards may include quarterly bonuses, Cooperative Membership, and an open Paid Time Off policy.
Equal Opportunities and Accommodations
Obran is deeply committed to creating workplaces and a community of members where equity is prioritized and valued. We believe that traditional corporations’ bad behavior disproportionately hurts the most marginalized people in society — including people of color, people from working class backgrounds, women and LGBTQ+ people. We believe that these communities must be centered in the work we do. Hence, we strongly encourage applications from people with these identities or who are members of other marginalized communities.Obran is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process.
To request an accommodation, please contact Obran Careers at careers+eeo@obran.coop at least one week in advance of your interview.
