IT Help Desk Analyst - End User Support

FOCO; Piscataway Township (NJ); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive benefits

Employee merchandise discounts

Job summary

FOCO in Piscataway, NJ seeks an IT Help Desk Analyst to provide hands-on end-user support, troubleshooting hardware, software and network issues in a fast-paced environment. You will work closely with internal teams to resolve technical challenges and support day‑to‑day operations, contributing to IT infrastructure improvements.

This is an ideal role for a customer‑focused IT professional who enjoys problem solving.

Qualifications

• 1–3+ years in IT support or help desk.
• Strong knowledge of Windows and/or macOS.
• Familiarity with Microsoft 365, Active Directory and ticketing systems.
• Basic networking concepts (TCP/IP, DNS).
• Excellent communication for non-technical users.
• Ability to prioritize tasks in a fast-paced setting.

Responsibilities

• Provide timely, professional IT support to employees (in-person, phone, remote).
• Diagnose and resolve hardware, software, and network issues.
• Serve as the primary IT support contact for requests.
• Set up and maintain desktops, laptops, printers, and mobile devices.
• Handle onboarding/offboarding and device access.
• Log and track tickets, meet SLAs, escalate when needed.
• Perform routine updates, patches, and maintenance.
• Support security best practices and device compliance.
• Assist with Active Directory user accounts.

Skills

Windows

macOS

Microsoft 365

Active Directory

Ticketing systems

Networking basics

Communication skills

Task prioritization

Job description

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.

• 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
• 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
• 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
• 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

• Familiarity with ITIL processes or service management frameworks
• Certifications such as CompTIA A+, ITIL Foundation, or similar
• Technical troubleshooting
• Team collaboration
• 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

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