Support Technician - Depot

Gap Inc.; United States; Hybrid; USD 55,000 - 85,000; Full time

Job summary

Gap Inc. seeks a proactive IT support professional to manage the NY Hardware Depot, ensuring rapid end-to-end technology service for employees. You will maintain asset data, deploy hardware, and resolve issues across onsite and remote users.

Your role emphasizes documentation, process improvement, and strong interpersonal skills to build solid relationships with business partners while supporting both on-site and remote needs.

Qualifications

• Provide exceptional technology experience for employees by addressing hardware issues and service requests efficiently.
• Resolve hardware and software issues with varying complexity to restore productivity.
• Leverage knowledge of end-user systems to contribute to routine and complex projects.

Responsibilities

• Oversee NY Hardware Depot operations with strong asset management and deployment of new hardware.
• Document processes and troubleshooting guides to standard formats.
• Develop and maintain good relationships with business partners at all levels of the organization.
• Follow standard practices to analyze situations and data and escalate when needed.
• Manage workload, learn new technologies quickly, and meet key performance metrics.
• Provide on-the-job training/on-boarding support to new team members when needed.

Skills

Customer service

Interpersonal skills

Communication

Self-management

Problem solving

Team collaboration

Tools

Asset management systems

Job description

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 NY HQ Hub location. 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 comprehensive management of our NY Hardware Depot space, including maintaining strong oversight of our laptop configuration and deployment services and hardware asset management, as well as core competencies for assessing, diagnosing and resolving technology issues and projects that are both routine, and with some complexity, as a second level technical support resource. Must be flexible in supporting our employees both on-site and remotely.

What You'll Do

• Strong oversight for Depot operations in a fast-paced setting, ensuring our customers' needs are met for delivering/deploying new hardware to our onsite and remote users, while maintaining detailed asset management data, and accountability
• A focus on hygienic documentation, documenting and maintaining process and technical relevant troubleshooting guides, following established formats
• Excellent interpersonal and customer service skills, ability to develop and maintain good relationships with business partners and at all levels of the organization
• Applies standard practices and procedures in analyzing situations or data from which answers can be readily obtained or escalated
• Motivated to self-manage own workload and to learn new technologies quickly and analyze problems effectively.
• Take personal accountability to meet key performance measurements

Who You Are

• Provide an exceptional technology experience for our Gap Inc employees by assessing and responding appropriately to customer's device hardware and application issues, requests and needs in an efficient and timely manner
• Resolve reported problems with some complexity related to hardware, operating systems, applications, security/software updates, materials handling systems, and configuration issues
• Leverage technical knowledge and understanding of end user and infrastructure systems to work on routine and, at times, complex projects and actively participate on technical project teams.
• Deliver positive customer experiences by creating and fostering a welcoming environment and providing best in class service through all support channels in person and virtually
• Make and create recommendations for new procedures to solve problems either routine or with some complexity, which may have no existing policies or processes
• Provide on the job training/technical support/on boarding to new team members. May allocate work in learning to be a team leader
• Understand the customer's objectives and how their work impacts the business and goals or, in the event of problems, adversely affects their productivity