IT Systems Support Specialist - NetPlus Alliance : Job Details

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.

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:

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.