Sr Support Technician

Gap Inc; New York (NY); Híbrido; USD 52.000 - 82.000; Jornada completa

Descripción de la vacante

Gap Inc. is seeking an IT Helpdesk professional to support end users across headquarters, stores, and remote locations. You will troubleshoot iOS and Windows devices, manage incidents, and mentor new teammates in a fast-paced environment.

You will collaborate with cross-functional teams to streamline processes, deploy scalable tech, and support executives with urgency. Hybrid on-site and remote work is supported, with a focus on rapid response and customer satisfaction.

Formación

• Must have experience supporting end users in a fast-paced environment.
• Familiarity with iOS and Windows devices and apps.
• Strong communication and collaboration across teams.
• Ability to handle competing priorities and meet deadlines.

Responsabilidades

• Lead end-user device and application support across channels with timely, professional troubleshooting.
• Resolve hardware, OS, and software issues; apply root-cause or workaround per SOP.
• Collaborate with project teams and vendors to drive efficient, scalable solutions.
• Propose new procedures to solve recurring end-user technology issues.
• Provide onboarding and training to new team members; mentor junior staff.
• Manage small projects and ensure timely delivery aligned with team goals.
• Support Apple and PC devices and related apps across the org.
• Ensure smooth operation across Macs, iPads, iPhones, and PCs.

Conocimientos

End-user support

iOS support

Windows support

Communication skills

Team collaboration

Hybrid environment

Executive support basics

Agile awareness

Descripción del empleo

About the Role

In this role, you will work in a dynamic, high paced environment focused on ensuring that our employees' end-to-end technology needs are met quickly and efficiently by delivering service that is above and beyond our internal customer's expectations in our: headquarter, stores, regional offices, distribution centers and remote locations. With a Customer Curious mindset, your goal is to enable and unlock our employees' work productivity by providing a consistently high level of service and customer satisfaction to the business. Responsibilities include identifying opportunities leading to action and lead collaboratively with the team sharing knowledge, best practices, building processes and find solutions that improve our service delivery and employee engagement within our different support channels. This individual will also collaborate with cross-functional team members to reduce complexity of our systems and introduce scalable innovative technology. Must be flexible in supporting our employees on-site and remotely.

What You'll Do

• Lead and deliver best in class end user device hardware and application support across all support channels by troubleshooting and resolving our customer's issues and technical support needs in a timely and professional fashion.
• Resolve reported problems with complexity related to hardware, operating systems, applications, security/software updates, materials handling systems, and configuration issues by addressing the root cause or implementing a work around according to standard operating procedure
• Collaborate with technical project teams and external vendor partners to drive solutions in productivity and efficiency by leveraging technical knowledge and understanding of end user and infrastructure systems
• Make and create recommendations for new procedures to solve end user technology issues that are either routine or with complexity, which may have no existing policies or processes
• Conduct training/technical support/onboarding to new team members. Advise and mentor junior team members. Develop communication skills to exchange complex information
• Manage projects and program execution within area of specialty and ensures quality of work based on insight into employee feedback and expectations
• Assist in managing and optimizing technology devices, such as Apple and PC devices and applications.
• Ensure smooth operation and integration across all used technology platforms, including Macs, iPads, iPhones, and PCs.
• Provide technical support and troubleshooting for any technology related issues, ensuring timely resolution.
• Work with peer technical support team to support the research of emerging technologies and market trends that align with Gap Tech strategic goals.
• Help identify opportunities to use new software and technologies to boost productivity and efficiency.
• Assist in implementing innovative solutions, collaborating with team members to promote adoption and maximize benefits.
• Support cross-functional projects that integrate new innovations into business workflows.
• Help monitor project timelines and deliverables to ensure successful implementation.
• Assist in collaborating with external vendors to explore technology solutions.
• Help manage vendor relationships and support service delivery.

Who You Are

• Some experience in a technology support role, particularly with iOS and Windows environments.
• Basic knowledge of operating systems and emerging technologies.
• Strong organizational skills with the ability to prioritize tasks and meet deadlines.
• Good communication and interpersonal skills, with a willingness to collaborate across teams.
• Familiarity with hybrid enterprise environments,
• Familiarity with supporting executives and the sense of urgency that demands.
• Interest in learning about agile methodologies and innovation testing.