What are the responsibilities and job description for the IT Help Desk Analyst - End User Support position at FOCO?
Who we are:
Team Beans/Forever Collectibles, LLC (FOCO) is a worldwide leading manufacturer of sports and entertainment merchandise, including products ranging from collectibles and novelty items to promotional memorabilia. With all the major sports licenses at our fingertips, along with a powerful infrastructure and broad variety of products, our company is reaching new heights every day. The success of FOCO’s expansion is directly related to our ability to bring fresh designs and manufacturing techniques to categories in need of innovation. We are constantly searching for dedicated and driven professionals to join and help grow our team!
Position Overview:
We seek a dedicated, customer-focused IT Help Desk Analyst - End User Support to join our team. In this onsite role, you will serve as the primary point of contact for technical assistance and support to end users within the organization. Your responsibilities will include diagnosing and resolving hardware, software, and network issues, ensuring a seamless user experience, and contributing to the efficiency of our IT operations.
Key Responsibilities:
- Technical Support: Provide timely and professional technical support to end users, troubleshooting hardware, software, and network-related issues in person or over the phone.
- Hardware and Software Setup: Install, configure, and maintain end-user devices such as desktops, laptops, printers, and other peripherals.
- Incident Resolution: Log, track, and resolve incidents using the organizations ticketing system while meeting established SLAs.
- User Training: Assist users in effectively understanding and utilizing IT resources by providing guidance and training on software applications and systems.
- System Maintenance: Perform routine maintenance, updates, and patches on end-user systems to ensure optimal performance and security.
- Inventory Management: Maintain accurate hardware and software inventory records, ensuring all assets are accounted for and managed properly.
- Collaboration: Work closely with IT teams to escalate complex issues and contribute to system improvements and projects.
- Documentation: Create and update technical documentation, user guides, and support materials to resolve issues and share knowledge.
- Compliance and Security: Follow company policies and IT best practices to ensure system security and data integrity.
Qualifications:
- Proven experience in an end-user support, help desk, or technical support role.
- Proficiency with Windows, macOS, Linux, iOS / iPadOS, Android operating systems and standard business software (e.g., Microsoft Office Suite, email clients).
- Familiarity with Active Directory, Office 365, and basic networking concepts (e.g., TCP/IP, DNS).
- Strong problem-solving and multitasking abilities with a focus on customer satisfaction.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- High school diploma or equivalent required; an associates or bachelors degree in IT or a related field is preferred.
- Relevant certifications (e.g., CompTIA A , ITIL Foundation) are a plus.
Work Environment:
This position requires full-time onsite work. The ability to lift and move IT equipment (up to 25 lbs.) may be necessary.
Tryouts are open at FOCO! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.
