Lead Support Technician at Gap Inc. in Fishkill, New York

Job Description:

About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.    

This simple idea—that we all deserve to belong, and on our own terms—is core to who we are as a company and how we make decisions. Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to  learn fast, create with audacity and lead boldly? Join our team.

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 assessing, diagnosing and resolving technology issues and projects that are both routine and with complexity as a high-level technical support. Must be flexible in supporting our employees on-site and remotely.

What You'll Do

• Committed to 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 promoting 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


• Teach and provide training/technical support/on boarding to new team members. May allocate work in learning to be a team leader.


• Collaborate with leadership team to identify, define, share, implement and manage employee experience best practices based on insight into employee feedback and expectations.

Who You Are

• Strong interpersonal and customer service skills, ability to develop and maintain good relationships with business partners and at all levels of the organization with strong customer focus and empathy skills.


• Applies advanced abilities in analytical, organizational, oral and written communication skills. Able to communicate difficult concepts in a simple manner. Present problem analysis and recommended solutions in a creative and logical manner


• Understands methods and applies them to projects/problems of moderate scope. Resolves most technical issues without escalation


• Motivated to self manage own workload and to learn and apply new technologies quickly and analyze problems effectively.


• Highly committed to take personal accountability to meet and drive key performance metrics against our Employee Enablement standards.

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.*
• 
  See more of the benefits we offer.

*For eligible employees

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.


Salary Range: $66,800 - $85,300 USD
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.