What are the responsibilities and job description for the IT & Systems Support Specialist position at NetPlus Alliance?
Job Title: IT & Systems Support Specialist
Effective Date: August 13, 2025
Weekly Hours: 40, FLSA Exempt
Department: Technology
NetPlus Alliance is a fifth-generation family-owned business based in Lockport, NY that serves a national network of industrial and construction distributors and manufacturers. Recognized by Buffalo Business First as a Fast Track Company and Top Private Company, and a three-time finalist for the University at Buffalo ‘Fast 46’ award, NetPlus achieved record growth in 2025.
Effective Date: August 13, 2025
Weekly Hours: 40, FLSA Exempt
Department: Technology
NetPlus Alliance is a fifth-generation family-owned business based in Lockport, NY that serves a national network of industrial and construction distributors and manufacturers. Recognized by Buffalo Business First as a Fast Track Company and Top Private Company, and a three-time finalist for the University at Buffalo ‘Fast 46’ award, NetPlus achieved record growth in 2025.
The NetPlus Team values our collaborative culture and generous benefits, including paid time off, flex- and hybrid work options, 401K match and more.
Position Overview:
Position Overview:
NetPlus Alliance is seeking a motivated and tech-savvy individual to join our team as an IT & Systems Support Specialist. This role is ideal for someone with help desk experience who is eager to grow into more advanced IT functions, including pursuing Salesforce Administrator certification. You will work closely with our internal team and our fractional CTO, supporting day-to-day technological needs while playing a key role in driving process improvements through technology. This position will own IT support projects from initiation to completion, including planning, execution, documentation, and follow-up.
Principal Duties and Responsibilities:
- Provide onsite Tier 1 and Tier 2 technical support for hardware, software, and network issues
- Collaborate with external technology vendors to ensure timely resolution of issues
- Work alongside our fractional CTO on system improvements and technical initiatives
- Support the internal team by identifying and implementing technology-driven process enhancements
- Diagnose technical issues, escalate complex problems to appropriate vendors or team members, and participate in testing and validating new or updated platforms
- Assist in managing and maintaining systems such as Office 365, Zoom, and Salesforce
- Participate in cross-functional projects to streamline business operations
- Maintain accurate documentation of technical systems and troubleshooting procedures
- Take initiative in professional development, including a clear path toward Salesforce Administrator certification
Education and Experience:
- 1–3 years of help desk or IT support experience
- Strong troubleshooting skills and a customer-focused mindset
- Excellent communication and collaboration skills
- Demonstrated interest in business systems, cloud platforms, or process automation
- Eagerness to learn and grow in a fast-paced environment
- Ability to prioritize and manage multiple tasks independently
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent practical experience will be considered in lieu of a degree
- Salesforce experience
- 2–3 years of hands-on experience in a Salesforce-driven environment, supporting cross-functional teams in a professional setting
- Proven ability to manage and maintain Salesforce data, ensuring accuracy, consistency, and accessibility across departments
- Skilled in customizing page layouts and user interfaces to optimize functionality and improve user experience
- Capable of building and maintaining dashboards and running reports to support business intelligence and decision-making
- Experience providing end-user support and training, with a proactive approach to improving adoption and usage of Salesforce tools within a team setting
- Willingness to pursue ongoing education and development in Salesforce, with a strong interest in exploring platform customization and development opportunities
- Relevant certifications (e.g., CompTIA A , Microsoft 365, Google IT Support) are a plus
- Experience with SQL for querying databases, generating reports, and supporting data-driven troubleshooting.
Knowledge, Skills, and Abilities:
- High level of integrity; possesses an honest and strong work ethic and respect for others
- A team-oriented and collaborative mindset to drive optimal results and achieve company goals
- Clear and articulate communication to convey ideas, expectations, and vision
- Ability to formulate and communicate a compelling vision for the team or organization
- Strategic thinking to anticipate challenges and devise long-term plans
- Openness to new ideas and a willingness to embrace innovation with the flexibility to adapt to changing circumstances and market trends
- Focus on achieving measurable results and meeting organizational goals with a commitment to personal and professional development
- Positive, energetic, self-reliant, and agile thinker
- Strong project management skills with a high level of accuracy; ability to prioritize and manage multiple projects
- Superior customer service-oriented approach, responding to requests with a sense of urgency
- Proactive, self-motivated, able to recognize issues and resolve or escalate appropriately
- Excellent communication skills and ability to work with staff with varying levels of technology expertise
NetPlus Alliance Benefits Summary:
- Collaborative culture and modern office environment
- Generous Time Off Benefits
- 401K Safe Harbor Match
- Flex and Hybrid work schedule
- Half-day Fridays*
- Company performance bonus*
- Medical and Dental Plan benefits and HSA contribution for eligible plans
- Vision Plan Option
- Paid life insurance and long-term disability
- Virtual and live team activities, team lunch & dinners, happy hours, service days and more
- Continuing education reimbursement
- Professional development opportunities
- Family-business with a culture that respects and cultivates the development of all team members
Flexible work from home options available.
Salary : $60,000 - $67,000