IT Support Specialist

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.

What You’ll Own

• Customer Service & VIP Support

• 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

• End User & Hardware Management

• 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

• Security, Compliance & Identity Management

• 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

• AI, Automation & Knowledge Management

• 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

• Physical Security & Site Operations

• 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

Necessary Qualifications & Competencies

• 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
• 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

Office Expectations

This role is hybrid with an expectation of four days per week on-site, Monday through Thursday, at our Gilbert, AZ headquarters. Fridays are remote. Core hours are 8:00 AM – 5:00 PM.

Pay, Benefits & Total Rewards

$50,000 – $62,500
The salary range listed reflects the minimum and maximum for this role. Individual compensation is based on experience, qualifications, job-related skills, location, and internal equity, and most offers are not made at the top of the range.
Base pay is one part of Kinective’s Total Rewards package. Depending on the role, employees may also be eligible for bonuses, commissions, or equity. All employees have access to a competitive benefits package designed to support health, well-being, and financial security, including:
- 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

If you’ve made it this far, we’d love to hear from you. Click Apply to start the conversation, even if you’re not sure you check every box. Learn more about Kinective at www.kinective.io.

Please note that this role does not currently offer sponsorship opportunities.