Infrastructure Analyst II
About The Position
CTG is seeking to fill an Infrastructure Analyst II opening for our client. This role involves supporting infrastructure operations, maintenance, patch management, and incident resolution. The analyst will coordinate technical changes across infrastructure and application teams while minimizing operational risk and managing multiple priorities in a dynamic, time-sensitive environment. The position ensures systems and related procedures follow established operational and configuration standards. While there are no direct supervisory responsibilities, the role includes providing coaching and process guidance to less experienced team members and facilitating coordination and communication among technical teams as needed.
Requirements
- Minimum of 4 years of combined higher education and/or relevant work experience.
- Experience in an IT infrastructure or operations environment.
- Experience with change scheduling tools and IT service management (ITSM) platforms such as ServiceNow or Jira.
- Strong troubleshooting, problem-solving, and organizational skills.
- Ability to read, understand, and apply technical information.
- Proven written and verbal communication skills, including experience communicating technical issues and status updates to management.
- Strong customer focus with the ability to manage multiple priorities and competing demands.
- Detail-oriented with strong documentation and coordination skills.
Nice To Haves
- Bachelor's degree in a technology-related field.
- 5 or more years of combined higher education and/or relevant work experience.
- ITIL, change management, or related certifications.
- Additional certifications or specialized training in relevant technologies.
- Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.
Responsibilities
- Coordinate between the patch management team and application teams to communicate patching requirements, schedules, and deployment plans.
- Respond to and resolve help desk escalations and technical incidents by analyzing, troubleshooting, and isolating issues.
- Perform system maintenance activities, including patching, health checks, operating system updates, change validation, and configuration management in accordance with Standard Operating Procedures (SOPs).
- Maintain accurate documentation for change schedules, patch deployments, maintenance activities, and related procedures.
- Facilitate meetings, coordinate technical discussions, and provide timely status updates to technical teams and management.
- Use basic diagnostic tools to troubleshoot system issues and research solutions for anomalies; escalate complex issues to senior staff as needed.
- Complete master work orders, request-based tasks, and other assigned infrastructure activities.
- Participate in team projects and provide coaching and guidance to less experienced staff.
- Identify opportunities to improve procedures and operational efficiency and document approved process changes.
- Complete scheduled evening responsibilities and other related duties as assigned.
- Adhere to organizational risk, regulatory, audit, security, and internal control standards and escalate identified risks appropriately.
- Promote a customer-focused environment that supports diversity and reflects the organization's values.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
