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# Software Support Analyst

- **Company:** Luminate Bank
- **Location:** Minneapolis, MN, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Active Directory, Microsoft Azure, Software as a Service, Cloud Computing, Encompass, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Azure Active Directory, Remote Service Software, Wide Area Networks, Wi-Fi Technology, Enterprise Software Applications, Cloud Platform System, Computer Network Technologies, Office365, Peripherals, Microsoft InTune, Patch Management, Zendesk, Server Operating Systems & Platforms, User Administration, Servicenow
- **Published:** July 30, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=f073f1ece31e4b0d

## About the Role

* 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

## Description

At Luminate Bank, we have a strong IT team, and it all revolves around providing the tools to ensure success in every role. We have a culture second to none, promote teamwork and growth from within, and are continuously striving to take care of both our valued borrowers & our exemplary employees., The Software Support Analyst provides day-to-day technical support to end users across the organization, ensuring a high level of service and operational efficiency. Key responsibilities include:

 * 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


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