IT Support Specialist

Kinective • Gilbert, AZ

5d • Hybrid

About The Position

Lead the Way to Intelligent Banking with Us! You might not think about what happens behind the scenes when you check your bank balance or deposit a check from your phone, but we do. Every day. Kinective empowers banks and credit unions to move beyond keeping up with technology to shaping the future of banking. Our platform seamlessly connects the right tools, delivers real-time data, and drives smarter operations for more than 4,000 financial institutions nationwide. We are a fast-growing team built on individual ownership, company-wide collaboration, and setting industry-leading standards. Here, new ideas are encouraged, candid feedback is welcomed, and your growth truly matters as much as the company’s. At Kinective, we are leading the way to intelligent banking together and enjoying the journey along the way. Why This Role Matters Every role at Kinective exists to move the needle for our clients, partners, and the financial institutions we serve. As our IT Support Specialist II, you will be the on-site face of IT at Kinective’s Gilbert, AZ headquarters — the person our team turns to when technology gets in the way of the work that matters. This role goes well beyond traditional desktop support. You will serve as the primary point of contact for all technology needs at HQ, delivering a concierge-level experience to executives and staff alike, while owning the systems, processes, and day-to-day operations that keep our environment secure, reliable, and running smoothly. It takes equal parts technical depth, good judgment, and genuine care for the people you support — and your fingerprints will be on the experience every Kinective employee has with IT.

Requirements

• 3+ years of experience in IT support and systems administration, with a strong track record in end-user support and customer service
• Proven ability to deliver excellent service in a professional environment; experience supporting executives or VIP users strongly preferred
• Proficiency across Windows, macOS, and Linux desktop environments, with strong working knowledge of Microsoft 365 and Entra ID
• Hands-on experience with Microsoft Intune for endpoint and mobile device management
• Familiarity with networking fundamentals, including wireless troubleshooting and connectivity diagnosis
• Hands-on experience using generative AI or AI-enabled support tools to improve troubleshooting, documentation, or service desk outcomes
• Strong communication skills — able to explain technical concepts clearly and confidently to both technical and non-technical audiences
• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; equivalent experience is warmly considered
• Willingness to make occasional visits to the Phoenix-area colocation facility to support physical infrastructure

Nice To Haves

• Experience with NinjaOne RMM, Freshservice ITSM, SonicWall Firewalls, Arctic Wolf, or VPN tunnel support is a plus
• Microsoft, CompTIA, Cisco, or Security+ certifications are a plus

Responsibilities

• Serve as the on-site IT concierge at Gilbert HQ — providing walk-up support, triaging issues, and delivering a professional, welcoming experience that makes every employee feel taken care of
• Provide dedicated support for executives and senior leadership, handling high-visibility requests with urgency, discretion, and a white-glove approach that anticipates needs before they become problems
• Set clear expectations with users on resolution timelines, communicate proactively on ticket status, and follow up to ensure satisfaction — treating every interaction as an opportunity to build trust
• Conduct new employee IT orientations, walking new hires through tools, policies, and self-service resources to set them up for success from day one
• Set up, configure, and maintain laptops, desktops, peripherals, and mobile devices across Windows, macOS, and Linux environments for new hires and existing staff
• Manage hardware imaging, shipping, wipe, decommission, and disposal for the Gilbert location, as well as conference room AV and video conferencing technology across HQ
• Manage mobile device enrollment and app configuration via Microsoft Intune, and support hardware lifecycle tracking and refresh coordination
• Complete new hire IT setup and offboarding checklists consistently and on time, ensuring a seamless experience at every transition
• Enforce device compliance policies, application allowlists, and endpoint encryption via Microsoft Intune, and triage and escalate security incidents — including phishing reports and EDR alerts — per defined runbooks
• Provision and deprovision user accounts, licenses, and application access in Entra ID and Microsoft 365, handling password resets, MFA setup and recovery, SSO requests, and application access approvals
• Ensure systems and processes align with industry standards, internal policies, and compliance requirements, escalating risks when appropriate
• Use AI-assisted tools to accelerate troubleshooting, root-cause analysis, and resolution — applying them responsibly to summarize incidents, suggest fixes, and draft knowledge articles while following company security and data handling standards
• Identify opportunities to reduce repetitive support tasks through automation and AI, improving service desk efficiency without sacrificing the quality of the user experience
• Document processes, maintain accurate asset records in the Freshservice CMDB, and contribute to runbook development so the team can resolve issues faster and more consistently over time
• Manage access card provisioning and deactivation via the building access system, troubleshoot site access and alarm issues, and coordinate with facilities as needed
• Troubleshoot site connectivity and wireless network issues, escalating complex infrastructure changes to the Systems Engineer
• Assist the infrastructure and systems engineering team with local hardware needs, including occasional visits to the Phoenix-area colocation facility to support physical infrastructure

Benefits

• Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability)
• Flexible PTO, 11 company holidays, and generous parental and caregiver leave
• An immediately vested 401(k) with company contributions
• Wellness resources and professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level