IT Service Desk Specialist - Abercrombie and Fitch Co.

Job Description 

Digital and Technology at Abercrombie & Fitch is fundamental to designing, sourcing, developing, and delivering fashion-forward merchandise to our customers. We are committed to implementing new strategic and systematic approaches to generate dynamic technology solutions for our growing business.

The Abercrombie IT Service Desk is a high energy, customer-oriented team providing technical support to each of Abercrombie’s core global business functions including corporate, distribution, and retail store environments in a 24x7x365 call center. Service Desk Specialists provide support through analysis and problem solving to facilitate the resolution of technology-related incidents. Service Desk Specialists engage with Abercrombie associates located throughout the world utilizing phone, email, chat, and remote communication technologies to provide service. 

This person has to be onsite at our Global Home Office in Columbus, OH for the first four weeks for training. After that, the position can be fully remote.

We are looking for a 2nd shift position.

What Will You Be Doing? 

• Provide Tier 1 technical support to corporate, distribution, and retail store associates for basic software and hardware troubleshooting
• Demonstrate qualities representative of A&F’s unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality
• Support retail operations by providing coaching and guidance to store associates 
• Troubleshoot problems to resolution or escalate when necessary
• Document incidents, comments, and resolutions within the incident management system, utilizing available knowledge resources
• Fulfill hardware and software requests by coordinating and completing configuration and installation
• Perform end-user training as it regards assistance with supported applications and services 

What Do You Need To Bring? 

• BA/BS Degree or related experience
• Excellent customer service skills
• Hard working, reliable, and dependable 
• Ability to work within a team environment, sharing workload and responsibilities
• Quick to adapt and eager to learn
• Effective verbal, phone, written, and interpersonal communication skills   
• Capable of maintaining corporate and job-related confidential information
• Technical and Analytical skills including Computer literate and working knowledge of operating systems (Windows/Mac), word processing (Microsoft Word), spreadsheet (Excel) and E-Mail (Outlook) software applications required  
• Familiarity with mobile device hardware and operating systems (iOS/Android)

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global retailer of five iconic, omnichannel lifestyle brands catering to the kid through millennial customer: Abercrombie & Fitch, abercrombie kids, Hollister, Gilly Hicks and Social Tourist. At A&F Co., we’re here for our associates, customers and communities on the journey to being and becoming who they are – and because no journey is the same, we strive to create an inclusive culture, where everyone is free to share ideas.  

Our Values 

We lead with purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being a 2021 recipient of Fortune’s Best Workplaces in Retail, and named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign for 16 consecutive years. We’re proud to offer equitable compensation and benefits, including flexibility and competitive Paid Time Off, as well as education and engagement events, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• Incentive bonus program
• 401(K) savings plan with company match
• Annual companywide review process
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app, Headspace
• Paid Caregiver Leave
• Mobile Stipend
• Paid time off & one paid volunteer day per year, allowing you to give back to your community
• Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles & six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Onsite fitness center
• Merchandise discount on all of our brands
• Opportunities for career advancement, we believe in promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER