IT Help Desk Analyst - End User Support

Our product portfolio spans apparel, accessories, footwear, home goods, collectibles, and novelty items-supported by a robust global supply chain and a fast-growing eCommerce and retail presence. We are committed to building a high-performing, technology-driven workplace that supports our teams and operations.

???? The Opportunity

FOCO is seeking an IT Help Desk Analyst - End User Support to provide hands-on technical support to employees across the organization. This role serves as the frontline IT resource, ensuring a seamless user experience by troubleshooting hardware, software, and network issues in a fast-paced environment.

You will work closely with internal teams to resolve technical challenges, support day-to-day operations, and contribute to continuous improvement across FOCO's IT infrastructure.

This is an ideal role for a customer-focused IT professional who enjoys problem-solving and delivering high-quality support.

????? What You'll Do

???? ???? End User Support

• Provide timely and professional technical support to employees (in-person, phone, and remote)
• Diagnose and resolve hardware, software, and network-related issues
• Serve as the primary point of contact for IT support requests

????? Hardware & Software Setup

• Install, configure, and maintain desktops, laptops, printers, and mobile devices
• Support onboarding/offboarding processes including device setup and account access
• Ensure systems are properly configured and optimized

???? Incident Management

• Log, track, and resolve support tickets using the company's ticketing system
• Meet or exceed established SLAs and response times
• Escalate complex issues to appropriate IT teams

???? System Maintenance & Security

• Perform routine updates, patches, and system maintenance
• Support security best practices, including access management and device compliance
• Assist with Active Directory and user account management

???? Inventory & Asset Management

• Maintain accurate records of IT hardware and software assets
• Track inventory and support equipment lifecycle management

???? Documentation & Training

• Create and update technical documentation and user guides
• Provide basic training and support to end users on systems and tools

• 1-3+ years of experience in IT support, help desk, or end-user support
• Strong knowledge of Windows and/or macOS environments
• Familiarity with Microsoft 365, Active Directory, and ticketing systems
• Basic understanding of networking concepts (TCP/IP, DNS, connectivity)
• Strong troubleshooting and problem-solving skills
• Excellent communication skills with ability to support non-technical users
• Ability to prioritize tasks in a fast-paced environment

Preferred

• Experience supporting iOS / Android devices
• Familiarity with ITIL processes or service management frameworks
• Certifications such as CompTIA A+, ITIL Foundation, or similar

???? Key Competencies

• Customer service mindset
• Technical troubleshooting
• Communication & user support
• Time management & prioritization
• Attention to detail
• Team collaboration, This role is fully on-site in Piscataway, NJ. Ability to lift up to 50 lbs. may be required.

???? Why FOCO?

• Be part of a fast-growing global company in sports and entertainment
• Support teams working with major leagues and licensed products
• Gain exposure to a dynamic IT environment supporting multiple business functions
• Collaborative culture with opportunities for growth
• Competitive benefits and employee merchandise discounts

Team Beans/Forever Collectibles (FOCO) is a global leader in officially licensed sports and entertainment merchandise. FOCO proudly holds licenses across all major professional sports leagues, including the NFL, MLB, NBA, NHL, MLS, and NCAA, along with a growing portfolio of entertainment and character-based brands.