IT Help Desk Analyst - End User Support

About FOCO

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.

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

✅ What You’ll Bring

Required

• 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

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

⚠️ Work Environment:

This role is fully on-site in Piscataway, NJ. Ability to lift up to 50 lbs. may be required.

Tryouts are open at FOCO!

If you're passionate about technology and helping others succeed, we’d love to hear from you. Apply now.