Job Description

Pace is a leading international art gallery representing some of the most influential contemporary artists and estates from the past century, holding decades-long relationships with Alexander Calder, Jean Dubuffet, Agnes Martin, Louise Nevelson, and Mark Rothko. Pace enjoys a unique U.S. heritage spanning East and West coasts through its early support of artists central to the Abstract Expressionist and Light and Space movements. Since its founding by Arne Glimcher in 1960, Pace has developed a distinguished legacy as an artist-first gallery that mounts seminal historical and contemporary exhibitions. Under the current leadership of CEO Marc Glimcher and President Samanthe Rubell, Pace continues to support its artists and share their visionary work with audiences worldwide by remaining at the forefront of innovation. Today, Pace has seven locations worldwide, including a European foothold in London and Geneva; two galleries in New York; Los Angeles; Hong Kong; and Seoul, as well as offices in Beijing and Berlin. In 2024, Pace has opened its first gallery space in Japan in Tokyo’s new Azabudai Hills development.

The IT Support Technician will employ top level customer service skills to serve as the first point of contact for IT support requests via email, phone, and ticketing system. This a full-time on-site role Monday – Friday with travel between 6 locations in NYC and NJ. 

What You’ll Be Doing:

• Act as the first point of contact for IT support requests via email, phone, or ticketing system.
• Provide troubleshooting and support for hardware, software, printers, and email.
• Support user onboarding and offboarding, including setting up accounts and configuring equipment.
• Assist with scheduling and setting up internal/external meetings, including video conferencing and presentation equipment. Events include Art Exhibits, Lunch and Learns, Trainings, executive meetings, and Town Halls.
• Maintain accurate IT documentation for the Knowledge Base.
• Manage and organize equipment inventory in IT closets (multiple).
• Correspond with printer vendors for support, and supplies.
• Escalate technical issues to senior IT staff when necessary.
• Follow up with users to ensure issues are resolved and communication is clear.
• Participate in routine system maintenance, updates, and IT tasks as assigned.
• Intake tickets and be able to use decision tree methodology to assign tickets to team members.
• Provide weekly status reports to IT Manager and IT Director on open tickets, tasks, projects, and any issues encountered.
• Meet SLAs for the ticketing system.
• Transfer phone services from personal carriers to the company’s carrier.
• Perform quality control checks on new hire builds for computers and iOS devices.
• Experience with Apple Business Manager (ABM) and PPE.
• Research and troubleshoot software and hardware issues.
• Handle repair and RMA’s for defective hardware.

Estimated compensation for this role is $55,000 annually.

In addition to an active and progressive work environment, Pace Gallery offers a competitive benefits package, including medical, dental and vision insurance, retirement plans with a company match, flexible spending accounts and commuter benefits. We encourage a healthy work/life balance and offer a generous vacation policy.

Pace Gallery is proud to be an equal opportunity employer and will consider all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status. 

Requirements

What You’ll Bring:

• Bachelor’s degree in Computer Science.
• 2+ years in an IT support/Help Desk role.
• Certification in CompTIA A+ is a plus.
• Experience with Office 365 Admin Portal, Microsoft Suite (Outlook, Word, Excel), and SharePoint/Team Sites.
• Experience with Windows/macOS environments. 
• Familiarity with MDM (Mobile Device Management), and Apple Business Manager (ABM/PPE).
• Basic knowledge of networking, remote tools, system security, and software licensing.
• Proficiency in troubleshooting mobile devices (Cisco custom apps).
• Experience with IT ticketing systems (e.g., Zendesk – a plus).
• Strong customer service and communication skills.
• Professional, punctual, and able to manage multiple tasks effectively.
• Works well independently and collaboratively.
• Comfortable scheduling meetings and supporting remote collaboration tools (Zoom, Teams, etc.).
• Experience with project management software (Asana, Trello, Monday – preferred).
• Ability to lift up to 50lbs.
• Experience working with vendors and escalating technical issues.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan
• Paid Time Off (Vacation, Sick & Public Holidays

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