Software Support Analyst

Luminate Bank is redefining what modern banking can be. In just five years under its current leadership, the company has grown from a $62 million community bank into a $500 million financial institution, the fastest-growing state-chartered bank, while building one of the fastest-growing mortgage platforms in the country.  

The momentum has been extraordinary: 

• Grew bank assets from $62 million to $500 million in five years- the fastest-growing state-chartered bank 

• Ranked a 2026 Top Workplace in Minnesota by the Star Tribune and #1 among large companies in Colorado Top Workplaces 2026 

• Named a 2026 Top Workplaces Culture Excellence winner in eight categories and a Top Workplace nationally in Financial Services 

• Surpassed $4 billion in mortgage originations in 2025 

• Ranked among the Top 30 Mortgage Lenders nationally by Scotsman Guide 

• Maintain a 4.9-star average rating across 45,000+ customer reviews 

• Recognized by Freddie Mac with two 2026 Home Possible RISE Awards® for Greatest Volume and Fastest Growth 

• Honored by the Minnesota Mortgage Association as 2025 Leaders of the Year 

But the story is bigger than growth metrics and awards. Luminate Bank is building a culture designed for ambitious, high-performing people who want to shape the future of banking. We move quickly, think boldly, and invest deeply in our people. Innovation, accountability, collaboration, and customer experience are at the center of everything we do. 

What began as a rapidly growing lending and banking platform is now entering its next phase: building a nationally recognized financial brand that redefines how modern banking is experienced. For leaders who want the opportunity to build, scale, and leave a lasting impact, this is a rare moment to join a company with startup energy, national momentum, and a long runway ahead. 

Position Overview:

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.

Responsibilities and Duties:

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
  
  

Education, Qualifications and Skills:

• 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)
• The opportunity to work for the Midwest’s fastest growing bank

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.