Infrastructure Analyst II

Computer Task Group, Inc • Buffalo, NY

3d • Onsite

About The Position

CTG is seeking to fill an Infrastructure Analyst II opening for our client. This role involves supporting infrastructure operations, incident resolution, change management, patch coordination, and systems maintenance. The analyst will manage multiple priorities while maintaining strong customer service and communication, and utilize ITSM and change scheduling tools such as ServiceNow and Jira. Effective communication of technical issues, risks, schedules, and status updates to technical teams and management is crucial.

Requirements

• Minimum of 4 years of higher education and/or relevant work experience.
• Experience reading and interpreting technical information.
• Experience troubleshooting technical issues and communicating problems to management.
• Experience with ITSM and change scheduling tools such as ServiceNow or Jira.
• Strong written and verbal communication skills.
• Strong customer focus with the ability to manage multiple priorities.
• Detail-oriented with experience providing clear status updates.

Nice To Haves

• Bachelor's degree in a technology-related field.
• 5+ years of higher education and/or relevant work experience.
• Certifications or specialized training in related technologies.
• Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Responsibilities

• Coordinate patching requirements, schedules, and deployment plans with patch management and application teams.
• Resolve help desk escalations, technical incidents, and service requests using diagnostic and troubleshooting tools.
• Perform system maintenance, including patching, health checks, OS updates, change validation, and configuration management.
• Maintain documentation for change schedules, patch deployments, procedures, and operational standards.
• Facilitate technical discussions and communicate issues, risks, schedules, and status updates to technical teams and management.
• Research and escalate complex issues; participate in infrastructure projects and coach less experienced staff.
• Identify and document process improvements to increase operational efficiency.
• Follow ITSM, risk, regulatory, audit, security, and internal control standards.
• Perform scheduled evening responsibilities and other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree