Sr Support Technician

Gap Inc; New York (NY); Hybrid; USD 97,000 - 126,000; Full time

Benefits offered by this job

Merchandise discount for brands

Paid Time Off

Volunteer hours

401(k) plan

Employee stock purchase plan

Medical, dental, vision and life ins.

Job summary

Gap Inc. is seeking a technology support specialist to deliver end-user hardware and software support across headquarters, stores, regional offices, and remote locations. You will troubleshoot, resolve issues, and help keep employees productive with a customer-curious mindset and strong collaboration.

You will work with cross-functional teams and external partners to introduce scalable solutions, support executive users, and stay ahead of emerging technologies in a hybrid enterprise environment.

Qualifications

• Experience in a technology support role with iOS and Windows.
• Basic knowledge of operating systems and emerging technologies.
• Strong organizational skills and 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.

Responsibilities

• Lead and deliver end-user hardware and app support across all channels; troubleshoot and resolve issues promptly.
• Resolve hardware, OS, apps, security updates, and configuration issues by addressing root cause or providing workarounds.
• Collaborate with project teams and vendors to drive productivity solutions via end-user and infrastructure knowledge.
• Recommend new procedures to solve routine or complex end-user tech issues lacking policies.
• Provide training and onboarding; advise and mentor juniors; communicate complex information.
• Manage projects in area of specialty, ensuring quality based on feedback.
• Assist in managing and optimizing Apple and PC devices and apps.
• Ensure smooth operation and integration across Macs, iPads, iPhones, and PCs.
• Provide tech support and troubleshooting for issues with timely resolution.
• Collaborate with peers to research emerging tech and trends aligned with Gap Tech goals.
• Identify opportunities to use new software and tech to boost productivity.
• Assist in implementing innovative solutions and promote adoption.
• Support cross-functional projects integrating innovations into workflows.
• Monitor project timelines and deliverables for successful implementation.
• Collaborate with external vendors to explore solutions.
• Manage vendor relationships and support service delivery.

Skills

iOS support

Windows support

tech support

Job description

About Gap Inc.

At Gap Inc., we create culture as much as we create clothes. Our ambition is to become a high-performing house of iconic American brands that shape culture.

About Gap Inc.

At Gap Inc., we create culture as much as we create clothes. Our ambition is to become a high-performing house of iconic American brands that shape culture. Our portfolio—Old Navy, Gap, Banana Republic, and Athleta—each brings a distinct point of view to how we show up in the world and serve our customers. Old Navy democratizes style with quality and value for all. Gap champions originality through essential pieces that celebrate individuality. Banana Republic is rooted in a spirit of discovery, creating modern pieces inspired by craftsmanship and travel. Athleta champions the Power of She through confidence, strength, and movement. We’re driven by a shared purpose: to bridge gaps—between people, perspectives, and possibilities—to create a better world. We’re building a team that performs at a high level—people who think boldly, take ownership, and turn ideas into impact. If you’re ready to learn fast and help shape what’s next, you’ll fit right in.

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.

Hourly Range:

$96,700.00 - $125,700.00

Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.

Benefits at Gap Inc.

• Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
• One of the most competitive Paid Time Off plans in the industry.*
• Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
• Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
• Employee stock purchase plan.*
• Medical, dental, vision and life insurance.*

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.