Software Support Analyst

🔥 0 minutes ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Luminate Bank

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1937

🏗️ Construction

🛡️ Insurance

🏦 Banking

Construction • Insurance • Banking

Luminate Bank is a regional consumer- and business-focused bank headquartered in Minneapolis that provides a full range of retail and commercial banking services. It offers personal accounts (checking, savings, CDs, HSAs), business banking and treasury management, full-service mortgage and home lending (conventional, FHA, VA, jumbo, construction, renovation, reverse, refinance), title & escrow, and credit card products. The bank emphasizes digital banking tools — a mobile app, online banking, digital wallet integrations, Zelle®, and financial planning resources — while highlighting local support, community impact, and resources for first-time homebuyers and small businesses.

📋 Description

• Provide frontline technical support by researching, troubleshooting, and resolving issues related to operating systems, hardware, and enterprise applications • Perform hardware diagnostics, maintenance, and replacement as needed • Manage and resolve helpdesk tickets and service requests using the organization’s ticketing system (e.g., JitBit), ensuring adherence to SLAs • Escalate unresolved or complex issues to appropriate internal teams (e.g., Security, Infrastructure, or Application teams) in a timely manner • Support onboarding and offboarding processes, including account setup, equipment provisioning, and access management • Provide support for printers, peripherals, and other end-user technologies • Assist users with Microsoft 365 applications and other business-critical SaaS platforms • Utilize remote support tools to assist offsite or remote employees • Document troubleshooting steps, resolutions, and technical procedures in knowledge bases and internal documentation systems • Contribute to process improvements and maintain high standards of service delivery

🎯 Requirements

• Preference will be given to applicants with 3-5 years of experience in the mortgage industry and/or with Encompass or other loan origination software • Strong working knowledge of Windows operating systems (desktop and server environments) • Experience working in hybrid environments (on-premises and cloud-based infrastructure) • Basic experience with Active Directory and Azure AD (Entra ID), including: user account provisioning, password resets and group management • Understanding of Microsoft Azure and familiarity with Intune device management and compliance policies • Hands-on experience troubleshooting hardware issues • Working knowledge of Microsoft Office 365 applications • Understanding of core networking concepts (LAN, WAN, VPN, Wi-Fi) • Basic knowledge of endpoint protection tools and patch management processes • Experience supporting printers and peripheral devices • Familiarity with remote support tools and techniques • Exposure to IT service management/ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk) • Ability to support SaaS applications and troubleshoot cloud-based identity and access issues

🏖️ Benefits

• Competitive compensation reliant on ability and experience • Excellent benefits package including health, pre tax HSA, FSA accounts and dental & vision • Life and AD&D Insurance, as well as additional voluntary benefit possibilities • 401K with robust company match • Flexible PTO program • Earned Sick & Safe Time (ESST)