Service Desk Specialist

Summary

Join Abercrombie & Fitch's IT Service Desk as a Service Desk Specialist, providing Tier 1 technical support to corporate, distribution, and retail associates. This role involves troubleshooting software and hardware issues, coaching store associates, and documenting incidents within the incident management system. You will also handle hardware and software requests, conduct end-user training, and maintain confidentiality. The position is based in Columbus, Ohio, with remote work options after an initial four-week on-site training period. The schedule is third shift, Sunday through Thursday, 9 PM to 6 AM. This position requires excellent customer service skills and technical proficiency.

Requirements

• Bachelor’s degree in IT or related field or combination of education and 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)

Responsibilities

• Provide Tier 1 technical support to corporate, distribution, and retail 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

Benefits

• Incentive bonus program
• 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 time off and 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 and six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Merchandise discount on all of our brands
• Opportunities for career advancement, we believe in promoting from within
• Access to multiple Associate Resource Groups