About The Ronald O. Perelman Performing Arts Center

Following 9/11, the community and civic planning process that resulted in the World Trade Center master plan in 2003 envisioned a new performing arts center as one of the anchors of the site. Now under construction, The Ronald O. Perelman Performing Arts Center (the “PAC”) is the realization of that plan and process. Programming at the PAC is scheduled to begin in the second half of 2023.

Our mission

The PAC’s mission is to create connections by cultivating bonds between extraordinary artists and communities, with exemplary performances in active dialogue across the arts, and in our flexible, intimate spaces, inviting conversation and new relationships. Our art and our audiences reflect the dynamic energy of all five boroughs of New York City. Our work asks all of us to consider and embrace the complexities of society. Together, we welcome the entire world.

The role:

Reporting to the Director of Information Technology, the IT Support Specialist is responsible for the technical support of all technologies that are managed by the PAC’s IT team. In collaboration with the Systems Administrator, they will be responsible for providing a smooth employee experience for PAC staff with all IT systems. The IT Support Specialist will support both full-time and part-time staff with all IT technologies and systems. The IT Support Specialist will be responsible for tracking all instances of support by creating IT tickets using the ticket-tracking system. They will triage support requests in collaboration with the Systems Administrator and escalate issues when appropriate.

The IT Support Technician will serve as the first line of IT support for guest facing technologies, including but not limited to POS systems, ticket printing and scanning hardware, digital signage screens and other technologies used by the PAC’s Guest Experience team.

The IT Support Technician will evaluate existing processes and practices and recommend improvements.

Your key responsibilities:

Troubleshooting of IT problems and providing support in-person, over the phone, and remotely for PAC staff
Responsible for the operational effectiveness of the PAC’s Guest Experience technology, including conducting ongoing system analysis and making recommendations for system improvements.
Implement identified improvements for Guest Experience technology and work with departments across the PAC to ensure any changes are operationally efficient.
Recording of all instances of support into the ticket-tracking software, analyzing support tickets and identifying areas for improvement
Collaborating with the People and Culture team and hiring managers on onboarding/offboarding procedures and new employee training
Creating and managing user accounts in systems including, but not limited to Azure Active Directory, Office 365, Intune, Jamf, the Hosted voice system, Adobe Enterprise, Slack, 1Password
Supporting all Point of Sale (POS) hardware technology for the PAC box office and merchandise sales. This includes ticket printers, ticket scanners, and mobile touch screen devices
Providing technical support for all hardware components of the PAC’s Digital Signage System (DSS)
Providing technical support for the Content Management System (CMS) that schedules and plays back content for the PAC’s DSS system
Providing technical support for meetings utilizing AV and other conferencing technologies
Assisting with projection, wi-fi, and conferencing needs for visitors using PAC’s rental spaces
Serving as a support liaison between the IT team and onsite food and beverage partner
Participating in the after hours on call helpdesk support schedule
Tracking all IT equipment and maintaining accurate information in the equipment inventory system
Other related duties as required.

What it takes to be successful in the role:

2 year’s work experience in the field, or Bachelor’s degree
Excellent written and oral communication and customer service skills
Knowledge of Microsoft products, including Microsoft 365 suite
Knowledge of digital audio/visual conferencing systems
Knowledge of network troubleshooting basics and familiarity with enterprise WiFi systems
Knowledge of digital signage systems
Knowledge of mobile devices and Mobile Device Management
Experience installing and configuring hardware and software
Ability to troubleshoot, diagnose and repair technical issues
Ability to communicate technical concepts to a non-technical audience
Ability to work in a team environment and manage relationships with staff members in multiple departments

This position will remain open until a diverse and qualified pool of finalists has been identified.

Compensation And Benefits

Annual salary will range between $70,000 - $80,000 plus full benefits. Our benefits package includes health, dental, vision, life, accidental death and dismemberment and disability benefits, and self-insured dental, vision and health care and dependent day care flexible spending accounts. Full time employees are eligible for paid time off and 401K enrollment with employer match.

We encourage you to apply

At the PAC, we are committed to building a diverse and inclusive workplace. If you’re excited by this role and the job description aligns with you and the work you are passionate about doing, please apply to the position. We encourage all applicants who are committed to contributing to an equitable and inclusive work environment to submit an application for a role with us without feeling like they need to meet every single qualification of the position, specifically people from traditionally excluded/marginalized groups. You might be the right candidate for this role, or for others that we’re adding to our team.

Our commitment to creating a diverse and equitable workplace

Equal employment opportunity and a commitment to a diverse staff are fundamental principles at the PAC, where employment opportunities are based upon individual capabilities and qualifications without regard to race, color, religion, gender identity, sexual orientation, age, national origin, citizenship, disability, veteran status or any other protected characteristic as established under law.

The PAC – The Perelman Performing Arts Center

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IT Support Specialist