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Job Description:

L1 Service Desk Analyst (5–6 Years Experience)

NOTE: Candidate must speak both English and Spanish

Resource required in Minneapolis who can travel if needed or at least once a week

Start- immediate

full time remote - with ability to travel if needed or can go to Sleepy Eye once a week.

Duration-1 year

Role Overview

• Act as the first point of contact for all IT-related incidents, service requests, and user inquiries

• Deliver high-quality, customer-focused support across enterprise IT environments

• Ensure first-call resolution wherever possible and effective escalation when required

Key Responsibilities

• Provide Level 1 technical support via phone, email, chat, and self-service portal

• Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool

• Troubleshoot issues related to:

o Windows and macOS end-user devices

o Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

o Active Directory (password resets, account unlocks, group access)

o VPN, network connectivity, Wi-Fi, and printer issues

• Perform initial diagnosis and resolution using knowledge articles and SOPs

• Escalate unresolved incidents to L2/L3 teams with accurate documentation

• Follow ITIL-based incident, request, and problem management processes

• Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)

• Provide user communication and status updates throughout the ticket lifecycle

• Participate in shift handovers and knowledge sharing sessions

• Identify recurring issues and suggest improvements or automation opportunities

• Support new user onboarding/offboarding tasks as per SOPs

• Assist in major incident calls by handling communications and ticket updates

Technical Skills & Experience

• 5–6 years of experience in an Enterprise IT Service Desk / End User Support role

• Strong hands-on experience with:

o Windows 10/11 and macOS

o Microsoft 365 & Teams administration basics

o Active Directory and Azure AD fundamentals

o Basic networking concepts (DNS, DHCP, TCP/IP, VPN)

• Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar

• Familiarity with remote support tools and endpoint management solutions

• Exposure to VDI, MFA, and endpoint security tools is a plus

Process & Compliance

• Good understanding of ITIL v3 / ITIL 4 processes

• Adherence to security, compliance, and access control policies

• Experience working in SLA-driven, 24×7 or shift-based environments

NOTE: Candidate must speak both English and Spanish

Resource required in Minneapolis who can travel if needed or at least once a week

Start- immediate

full time remote - with ability to travel if needed or can go to Sleepy Eye once a week.

Duration-1 year

About the Role

Multi-Family Residential background is highly preferred.

Person can work remote from home, but will need to be in the office in Houston twice a month. Only Houston area candidates will be considered. This will most likely be a 90 day assignment.

We are seeking a strategic, hands-on IT Director to lead all aspects of technology. This is a unique opportunity for a high-impact leader who thrives in both executive strategy and operational execution.

You will serve as the organization’s senior technology leader while also remaining close to the technology, partnering with our co-managed MSP and telecom providers, providing escalation support, driving cybersecurity initiatives, and ensuring our systems run smoothly every day.

Strategic Leadership

• Serve as the primary technology advisor to executive leadership.
• Develop and execute annual IT roadmap aligned with company growth objectives.
• Present updates on cybersecurity, infrastructure health, risk management, and ROI.
• Evaluate emerging technologies, including AI and automation, to improve operational performance.

IT Operations & Infrastructure

• Oversee Microsoft 365 (Accounts, Licensing, Entra ID, Exchange, SharePoint, Teams, Intune, MFA, Device Mgmt.).
• Manage and maintain our Azure environment, including administration of virtual servers (VMs), resource groups, storage, networking, backups, security controls, performance monitoring, and cost optimization.
• Provide Tier 2/3 escalation support for helpdesk in partnership with our co-managed MSP.
• Maintain and manage IT inventory, tracking asset lifecycles, ensuring licensing compliance, optimizing usage, and coordinating procurement and disposal to control costs and reduce waste.
• Maintain oversight and provide support for network infrastructure, firewalls, VoIP, and connectivity.
• Support and oversee all aspects of IT Project Management.
• Oversee JAMF and manage our fleet of Apple devices.
• Own and continuously optimize our existing AI ecosystem, including Claude and MS Copilot; champion a culture of security awareness and responsible AI adoption while ensuring effective cost governance and budget accountability.
• Ensure strong endpoint management, patching compliance, and lifecycle planning.
• Support and optimize Power BI, Power Automate and other business-critical SaaS platforms.
• Lead technology due diligence for acquisitions and dispositions.

Cybersecurity & Risk Management

• Lead enterprise cybersecurity strategy and continuous improvement initiatives.
• Manage risk assessments, phishing simulations, incident response planning, and security audits.
• Align policies with recognized security frameworks, data privacy standards and compliance standards such as NIST.

Vendor & Financial Management

• Lead and hold accountable our co-managed MSP and telecom partners through clear KPIs and SLAs.
• Equipment Purchases, negotiate contracts, optimize licensing, and identify cost-saving opportunities.
• Manage annual IT operating and capital budgets.
• Conduct ROI and cost-benefit analysis on technology investments.
• Maintain enterprise-wide asset inventory and licensing compliance.

Business Partnership

• Act as the bridge between business stakeholders and technical providers.
• Translate technical concepts into clear business recommendations.
• Promote a customer-service-oriented IT experience across all locations.

What Makes This Role Unique

• You will operate as a department of one internally, supported by strong external partners.
• You will influence executive strategy while remaining technically engaged.
• Your decisions will have direct financial, operational, and security impact.
• This role offers autonomy, visibility, and meaningful ownership.

This position is ideal for a leader who takes pride in accountability, enjoys solving complex problems, and prefers being deeply connected to both people and technology.

What You Bring

• 7–10+ years of progressive IT experience across helpdesk, infrastructure, systems, and cybersecurity.
• Deep working knowledge of Microsoft 365 administration and cloud-based SaaS platforms.
• Solid understanding of networking fundamentals and cybersecurity best practices.
• Experience leading IT strategy in a multi-site environment.
• Strong Project management experience.
• Strong vendor and MSP management experience.
• Experience managing IT budgets and driving cost optimization.
• Ability to communicate confidently with executives.
• A proactive, ownership-driven mindset with strong troubleshooting instincts.

Preferred:

• Experience in co-managed IT environments.
• Exposure to AI governance or enterprise automation initiatives.
• Knowledge of RealPage and Property Management Processes.
• Industry certifications (CISM, CISSP, ITIL, or similar).
• PMP or similar preferred.
• Apple product experience preferred.

The Opportunity:

The Department of Electrical and Computer Engineering in the College of Engineering and Computer Science is seeking a Post Doctoral Scholar to support the UCF Center of Ethics and the Laboratory for Interaction of Machine and Brain. The scholar would be a part of a research program funded by Meta at the intersection of neural engineering, human-machine interaction, ethics, and privacy. The project focuses on next-generation bio signal-driven interfaces for long-term use, emphasizing adaptability, robustness, and human-centered design with special focus on ethics and privacy.

Responsibilities:

This position is ideal for candidates who enjoy working across theory, experiments, and systems-level thinking, and who want their work to shape how humans interact with intelligent machines responsibly.

What You'll Work On

You will contribute to the development and evaluation of ethics-centered adaptive brain/muscle-machine interface technologies using physiological signals (primarily sEMG). The work spans:

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• Close collaboration with researchers in neuroscience, engineering, and ethics.

  
  

• Human-in-the-loop brain/muscle-machine experimentation focused on learning pedagogy for adaptive neural systems.

  
  

• Design and implementation of gamified environments for incorporating user feedback into system design.

  
  

• Research design around the ethics of privacy and sense-of-agency in system design.

  
  

• Longitudinal analysis across time and conditions

  
  

• Algorithm design and modeling.

  
  

• The role offers significant intellectual freedom and opportunities to shape the direction of the research.

Minimum Qualifications:

* PhD in Electrical Engineering, Biomedical Engineering, Computer Science, Neuroscience, Robotics, AI Ethics or a related field.

Preferred Qualifications:

* Strong publication record and clear research trajectory

* Excellent communication skills and ability to work independently

Core Technical Skills

* Machine learning for time-series or latent-variable models

* Signal processing of physiological data (e.g., EMG, EEG, biosignals)

* Statistical modeling and dimensionality reduction

* Python-based scientific computing (NumPy, SciPy, PyTorch/JAX, etc.)

Core Research Skills

* Privacy and/or sense-of-agency ethical analysis

* Learning pedagogical analysis and design

* Control theory or reinforcement learning

* Game-based or interactive training paradigms

* Experience collaborating across disciplines

* Research in ethics, agency, or privacy in AI-enabled systems

Additional Application Materials Required:

• Please provide contact information for three professional references. References will be contacted if you are selected as a final candidate.

Special Instructions to the Applicants:

• Must be authorized to work in the United States at the time of hire.

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• Ph.D. must be awarded prior to the start date of the Post Doctoral Scholar position at the University of Central Florida.
  

  
  

• Target start date: April 1, 2026.

  
  

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you'll play an integral role at one of the most impactful universities in the country. You'll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you'll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and you'll have countless rewarding experiences that go well beyond a paycheck.

Are Benefits Important to You?

State Benefits eligibility for OPS employees are subject to criteria established by the State of Florida. The state's benefits administrator, People First, determines eligibility and coordinates enrollment. If this position becomes eligible for state benefits the employee will be notified directly by People First. OPS positions are not entitled to paid time off.

Unless explicitly stated on the job posting, it is UCF's expectation that an employee of UCF will reside in Florida as of the date the employment begins.

Additional Requirements related to Research Positions:

Pursuant to Florida State Statute 1010.35, prior to offering employment to certain individuals in research-related positions, UCF is required to conduct additional screening. Applicants subject to additional screening include any citizen of a foreign country who is not a permanent resident of the U.S., or who is a citizen or permanent resident but is affiliated with or has had at least 1 year of education, employment, or training in China, Cuba, Iran, Russia, North Korea, Syria, or Venezuela.

The additional screening requirements only apply to research-related positions, including, but not limited to faculty, graduate positions, individuals compensated by research grants or contract funds, postdoctoral positions, undergraduate positions, visiting assistant professors, and visiting research associates.

Department

Work Schedule

Type of Appointment

Expected Salary

As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.

UCF is proud to be a smoke-free campus and an E-Verify employer.

If an accommodation due to a disability is needed to apply for this position, please call or email .

For general application or posting questions, please email .

The Opportunity

The School of Social Work in the College of Health Professions and Sciences at the University of Central Florida (UCF) invites applications for one 12-month instructor whose primary assignments will be teaching and field placement in the BSW and MSW programs (both online and campus based) while participating in meaningful service at the school, college, university, and community levels. The position is assigned to the main Orlando campus with a projected start date of Fall 2026.

The School of Social Work is recognized regionally and nationally for the superior quality of its educational offerings and its contributions to clinical social work, health care, scholarship, and service to our community. The school has 34 full-time faculty, 14 staff, numerous adjunct faculty, and over 900 students. We offer a BSW and an MSW program. There are various campus based and online tracks in the MSW program.

The College of Health Professions and Sciences is home to three schools, one department, and six centers and institutes and is a leader in creating positive community change by building partnerships that transcend traditional disciplinary boundaries. The college is a core member of the UCF Academic Health Sciences Center along with the existing College of Nursing and College of Medicine. We are seeking an individual who can demonstrate effective engagement in an environment where colleagues and students come from many backgrounds and identities, as well as someone who can demonstrate commitment to equitable and inclusive teaching practices.

Minimum Qualifications:

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• Master of Social Work (MSW) degree from a CSWE-accredited program.

  
  

• At least one year of experience with field social work education as a teacher/instructor, field instructor or supervisor.

  
  

Preferred Qualifications:

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• Teaching experience in social work; both online and campus based.

  
  

• Two years of post MSW social work practice experience.

  
  

• Active status as a qualified supervisor for registered social work interns.

  
  

Additional Application Materials Required:

UCF requires all applications and supporting documents be submitted electronically through the Human Resources employment opportunities website, jobs/. In addition to the online application, interested candidates should upload the following:

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• A curriculum vitae.

  
  

• A letter of interest describing qualifications for the position, such as research agenda and teaching experience/interest.

  
  

NOTE: Please have all documents ready when applying so they can be simultaneously uploaded. Once the online submission process is finalized, the system does not allow applicants to submit additional documents later.

The selected candidate will be required to submit official transcripts (and, as applicable, U.S. degree equivalency evaluations) documenting the conferral of their qualifying academic credentials.

Questions regarding this search should be directed to: Orlando Roman at

Special Instructions to the Applicants:

Sponsorship for employment-based visas will only be considered under exceptional circumstances and is not guaranteed. Preference will be given to candidates who are currently authorized to work for any employer in the United States.

This is a face-to face on campus faculty position. Instruction will be delivered primarily in person at the main Orlando campus.

This is a repost position. Previous applicants are still being considered and do not need to reapply.

Job Close Date:

Open until filled.

Note to applicants: Please keep in mind that a job posted as 'Open until filled' may close at any time without notice. As such, we encourage you to submit your application and all required documentation as quickly as possible to ensure consideration for the posted position.

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation, you'll play an integral role at one of the most impactful universities in the country. You'll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow, you'll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills and you'll have countless rewarding experiences that go well beyond a paycheck.

Working at UCF has its perks!UCF offers:

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• Benefit packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program.

  
  

• Paid time off, including annual (12-month faculty) and sick time off and paid holidays.

  
  

• Retirement savings options.

  
  

• Employee discounts, including tickets to many Orlando attractions.

  
  

• Education assistance.

  
  

• Flexible work environment.

  
  

• And more...For more benefits information, view the UCF Employee Benefits Guide click here.

  
  

Unless explicitly stated on the job posting, it is UCF's expectation that an employee of UCF will reside in Florida as of the date the employment begins.

Additional Requirements related to Research Positions:

Pursuant to Florida State Statute 1010.35, prior to offering employment to certain individuals in research-related positions, UCF is required to conduct additional screening. Applicants subject to additional screening include any citizen of a foreign country who is not a permanent resident of the U.S., or who is a citizen or permanent resident but is affiliated with or has had at least 1 year of education, employment, or training in China, Cuba, Iran, Russia, North Korea, Syria, or Venezuela.

The additional screening requirements only apply to research-related positions, including, but not limited to faculty, graduate positions, individuals compensated by research grants or contract funds, post-doctoral positions, undergraduate positions, visiting assistant professors, and visiting research associates.

Department

Work Schedule

Type of Appointment

Expected Salary

As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.

UCF is proud to be a smoke-free campus and an E-Verify employer.

If an accommodation due to a disability is needed to apply for this position, please call or email .

For general application or posting questions, please email .