Desktop Support Technician

Description

Who We Are:

Veson Nautical empowers the global maritime industry to navigate complexity on all sides of the trade. Veson's platform combines AI-driven workflows, trusted data, and seamless collaboration, to deliver the insight and context needed for confident, competitive decision-making.

Shaped by decades of innovation and deep client partnership, Veson has become the industry standard for propelling maritime commerce—supporting the full freight contract lifecycle across chartering, operations, finance, and analytics.

The Opportunity: The Desktop Support Technician is responsible for providing high-quality technical support to end users across the organization, ensuring the uptime, stability, and performance of desktops, laptops, and peripheral devices. This role exists to troubleshoot, maintain, and optimize end-user systems, support remote and on-site employees, and implement IT projects that enhance the technology experience. The Desktop Support Technician serves as a primary point of contact for IT issues, contributes to IT process documentation, and supports the organization in maintaining a secure and compliant IT environment.

Responsibilities:

• Identify and determine functional and technical requirements based on user interactions and knowledge of enterprise architecture.
• Provide technical support to end users via remote tools such TeamViewer and resolve issues reported through Atlassian JIRA Service Desk and tasks assigned by management.
• Ensure uptime, stability, and performance of end-user systems, including desktops, laptops, peripherals, and software, by troubleshooting, debugging, and upgrading operating systems, applications, and hardware as needed.
• Deploy, configure, and image computers during new hire onboarding or equipment refresh cycles.
• Prepare and maintain presentation equipment such as projectors, webcams, and screens for corporate events.
• Support IT management in planning project schedules, technical direction, and compliance initiatives.
• Maintain a solid understanding of on-premise IT infrastructure, including DHCP, DNS, network drives, and NTFS permissions.
• Support enforcement of SOC2 Security Trust Services Principle controls as mandated by the AICPA.
• Manage the Jira ticket queue, prioritizing incoming requests based on urgency and impact and performing basic upfront troubleshooting to resolve or appropriately route issues.
• Perform password resets and provide general account support, including account unlocks, access provisioning, and troubleshooting login or authentication issues for end users.
• Create and maintain knowledge base articles to document common issues, resolutions, and support procedures, ensuring content stays accurate and up to date as systems and processes evolve.

Education and Experience Requirements:

• Bachelor’s degree (BA/BS) in Information Technology, Computer Science, or related field preferred; or equivalent professional experience.
• Experience providing desktop support in a global environment, particularly with Microsoft and Dell products.
• Track record of learning and applying new technologies to resolve IT problems efficiently.
• Familiarity with deploying and managing end-user systems, network devices, and productivity software.
• Industry certifications (e.g., Microsoft 365, CompTIA A+) are a plus.
• Proficiency with Active Directory, Group Policy, Microsoft Entra admin center, Intune Microsoft 365, PRTG Network Monitoring, Autopilot, and related tools.
• Broad understanding of operating systems, hardware, networking equipment, and desktop infrastructure.
• Strong problem-solving, critical thinking, and decision-making skills.
• Excellent communication skills, capable of explaining technical concepts to non-technical users.
• High integrity and a proactive, positive approach to work, thriving in a fast-paced, entrepreneurial environment.

About Veson Nautical

We are a team of multi-cultural, multi-disciplined professionals that are dedicated to making our clients successful and charting a new, innovative course for the commercial marine industry. Veson Nautical employs a staff of extremely capable creators and innovators all focused on meeting the goals of our clients. We invest extensively in employee development and experience to maintain focus and enthusiasm. The Veson Nautical team is made up of a dynamic blend of engineers, artists, sailors, teachers, brokers, bankers, traders, consultants, and customer service experts.

Veson Nautical is a successful, rapidly growing global software company. Our clients are the world’s leading commercial maritime owners, operators and commodity trading companies. Veson’s solutions enable our clients to identify new opportunities and proactively manage their business to make more profitable decisions. With offices in Singapore, Tokyo, London, Houston and headquarters in Boston, USA, Veson Nautical is a dynamic organization with a committed team of professionals. Dedicated to ensuring the highest levels of client satisfaction, Veson Nautical brings decades of experience, technical knowledge, enthusiasm and commitment to clients around the world. The combination of exceptional market growth and leading market position make this a superb opportunity for the right candidate.