At Critical Mass, our ArtBot team is at the forefront of creating exceptional online experiences for our clients. We're seeking a motivated and personable Technical Support Analyst to join our dynamic team. In this role, you will play a crucial part in providing comprehensive support for our ArtBot computing environment, assisting with on/off-boarding, and ensuring smooth operations on both PC and Mac platforms.

The Talent Team at Critical Mass is focused on ensuring we provide the best training, mentorship, and employee experience possible!  CM new hires & employees are the future of our organization, and we want to set you up for long-term success.  In an effort to do so, we expect our team to work from an office a minimum of 4 days a week.  The ask stems from our want to:

•  Strengthen the opportunity for continuous learning
• Improve collaboration and team relationships.
• Increase employee engagement

We understand that not everyone may feel comfortable with this expectation, so we ask that you please let us know immediately if there are any concerns so we can help navigate accordingly.

You will:

• Collaborate with contractors to ensure seamless on-boarding and off-boarding of equipment and systems.
• Conduct ArtBot user orientations for Critical Mass and Omnicom systems.
• Offer desktop support for ArtBot PC and Mac systems, including remote user assistance.
• Manage weekly pickup routes in the Calgary area to collect hardware from ArtBot team members' homes.
• Oversee system configuration with ArtBot-specific software platforms.
• Coordinate with both Critical Mass IT and ArtBot to meet hardware requirements.
• Handle ArtBot-specific data ingest, backup and archiving.
• Manage ArtBot-specific hardware and software.

You have:

• Demonstrated professional experience in supporting Windows 11.
• Demonstrated professional experience in supporting MacOS Monterey/Ventura.
• Strong customer service skills with excellent communication and writing abilities for creating and editing support materials.
• Ability to work effectively under pressure while maintaining accuracy.
• Exceptional organizational skills and attention to detail, with a proven ability to prioritize multiple projects and meet deadlines.
• Self-motivated, with the ability to work well with little supervision and a proactive "can-do" attitude.
• A passion for or interest in learning about systems administration.
• Access to your own vehicle, active insurance, and a valid driver's license.

Critical Mass is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We do not tolerate discrimination on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you are an individual with disabilities who would like to request an accommodation, please reach out to accommodations@criticalmass.com.

We are committed to fostering diversity, equity, and inclusion within our pool of candidates, with a target of achieving at least 50% representation from underrepresented communities.

The Critical Mass Talent Acquisition team will only communicate from email addresses that use the URLs criticalmass.com and us.greenhouse-mail.io. We will not use apps such as Facebook Messenger, WhatsApp, or Google Hangouts for communicating with you. We will never ask you to send us money, technology, or anything else to work for our company. If you believe you are the victim of a scam, please review your local government consumer protections guidance and reach out to them directly.

If U.S. based: https://www.consumer.ftc.gov/articles/job-scams#avoidIf Canada based: https://www.canada.ca/en/services/finance/consumer-affairs.htmlIf U.K. based: https://www.gov.uk/consumer-protection-rightsIf Costa Rica based: https://www.consumo.go.cr/educacion_consumidor/consejos_practicos.aspx