Help Desk Specialist

ASCENDING; Arlington (MA); Hybrid; USD 70,000 - 110,000; Full time

Job summary

ASCENDING is seeking a versatile IT Support Specialist to bridge daily Helpdesk operations with a major ERP/CRM rollout in the Greater Boston area. The role combines IT support with NetSuite Financials and Salesforce implementations, data migration, testing, and end-user training.

You will configure NetSuite and Salesforce, assist with sandbox testing, user training, and handle 2-3rd level support, enabling finance, sales, and field teams through the transition.

Qualifications

• 2–4+ years in IT Helpdesk/Systems Support or ERP/CRM administration and implementation.
• Hands-on NetSuite (Financials) and/or Salesforce experience.
• Familiarity with core business processes (Order-to-Cash, Procure-to-Pay, billing, and CRM pipelines).
• Strong IT fundamentals (Windows/macOS, Microsoft 365, Active Directory/Entra ID).
• Strong communication skills for translating technical issues to non-technical staff and finance stakeholders.

Responsibilities

• ERP & CRM implementation support: configuration, sandbox testing, data migration, and post-go-live help for NetSuite and Salesforce.
• User training & adoption: build quick-reference guides and train staff on new workflows.
• System administration: manage user roles, permissions, saved searches, dashboards, and Tier 2/3 troubleshooting.
• IT helpdesk support: handle day-to-day Tier 1/2 hardware, software, Microsoft 365, and onboarding/offboarding tickets.

Skills

IT Helpdesk

ERP/CRM admin

UAT testing

Data migration

Communication

Windows/macOS

MS 365

AD/Entra ID

Tools

NetSuite

Salesforce

Job description

Business System Helpdesk Specialist
Greater Boston Area (Remote/Hybrid)
Long-term Contract

About the Role

A leading provider of integrated security and life-safety systems in New England—is undergoing a major digital transformation with the implementation ofNetSuiteandSalesforce. We are hiring a versatileIT Support Specialistto bridge daily IT Helpdesk operations and our ERP/CRM rollout. Whether you are a sharp IT Helpdesk professional ready to step into business systems implementation, or an experienced NetSuite/Salesforce specialist (especially inNetSuite Financials) who can also lend a hand with core IT operations, you will play a key role in ensuring a smooth transition across our finance, sales, and field teams.

What You'll Do

• ERP & CRM Implementation Support:Assist with configuration, sandbox testing (UAT), data migration, and post-go-live support forNetSuite(heavily focused on Financials, billing, and reporting) andSalesforce.

• User Training & Adoption:Build quick-reference guides and train staff across accounting, operations, and sales on new workflows.

• System Administration:Manage user roles, permissions, saved searches, dashboards, and Tier 2/3 application troubleshooting.

• IT Helpdesk Support:Handle day-to-day Tier 1/2 hardware, software, Microsoft 365, and user onboarding/offboarding tickets to keep internal teams running smoothly.

What We're Looking For

• 2–4+ yearsin IT Helpdesk/Systems Support or ERP/CRM administration and implementation.

• Hands-on experience withNetSuite(Financials/Accounting modules strongly preferred) and/orSalesforce.

• Familiarity with core business processes (Order-to-Cash, Procure-to-Pay, billing, and CRM pipelines).

• Solid IT fundamentals (Windows/macOS, Microsoft 365, Active Directory/Entra ID, basic networking).

• Strong communication skills with the ability to translate technical issues for non-technical staff and finance stakeholders.

Bonus Points

• Experience supporting a full-lifecycle NetSuite or Salesforce rollout.

• NetSuite, Salesforce, or CompTIA certifications.

• Background in recurring-revenue (RMR), field service, or telecom industries.

Preferred Qualifications

• Project Management Professional (PMP), Scrum Master, or similar certification
• Experience implementing other leading ERP or CRM platforms
• Experience within the Alarms industry
• Familiarity with system integration, data migration, and change management best practices
• Based in the Greater Boston area (ability to attend occasional onsite sessions as needed)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.