Infrastructure Analyst

The Imagine Group, An Imagine Company; Buffalo (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

The Imagine Group in Buffalo, NY is seeking an Infrastructure Analyst II to support installations, configuration, operation and maintenance of systems hardware and software across the company's IT infrastructure. You will work within a collaborative team to ensure stability and reliability.

The role emphasizes strong communication, detailed problem-solving, and the ability to manage multiple priorities. Evening on-call duties and contributing to process improvements are expected.

Qualifications

• Minimum 4 years higher education and/or work experience.
• Detail oriented with ability to digest technical information.
• Strong written and verbal communication skills.
• Experience communicating technical problems to management.
• Customer-focused with ability to manage multiple priorities.
• Experience with ITSM platforms, e.g., ServiceNow.

Responsibilities

• Respond to and resolve help desk escalations based on incident history.
• Complete related master work orders or request-based tasks.
• Respond to and resolve identified technical incidents; analyze and isolate issues.
• Use basic diagnostic tools to troubleshoot issues.
• Perform SOP-based maintenance: patching, health checks, OS updates, validate changes.
• Participate in project work within the team.
• Provide coaching to less experienced staff on processes.
• Complete evening responsibilities as scheduled.
• Identify improvement opportunities and document changes.

Skills

Technical reading

Detail oriented

Written communication

Verbal communication

Communicating issues to management

Customer focus

ITSM experience

ServiceNow

Education

Bachelor's degree in technology-related field

5+ years higher education/work experience

Tools

ServiceNow

Job description

NO C2C, C2H, 1099, or H1-B Sponsorship/Transfer

Positional Overview

The Imagine Group is recruiting for a Infrastructure Analyst II on behalf of our client, a leading financial institution in Buffalo, New York, serving individuals, businesses, and communities across the eastern United States. Known for its strong regional presence, commitment to community engagement, and focus on long-term customer relationships, the organization offers a stable and collaborative work environment with opportunities for growth.

In this role you will be responsible for completing activities related to installations, configuration, operation and maintenance of systems hardware and software and related infrastructure. Ensures system hardware, operating systems, software systems and related procedures adhere to organizational values, enabling staff and partners.

Role & Responsibility:

• Respond to and resolve help desk escalations based on outcome of previous incidents.
• Complete related master work orders or request-based tasks.
• Respond to and resolve identified technical incidents based on outcomes of previous incidents; analyze and isolate the issues.
• Use basic diagnostic tools to troubleshoot issues.
• Complete systems maintenance activities following Standard Operating Procedures (SOP), such as patching, health checks, operating system updates, validating changes and maintaining operational and configuration standards. Research options when anomalies occur and report complex issues to senor staff.
• Participate in project work within the team.
• Provide coaching to less experienced staff on processes.
• Complete evening responsibilities as scheduled.
• Identify improvement opportunities to existing procedures to improve efficiency; document these changes as needed.
• Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.
• Promote an environment that supports diversity and reflects the brand.
• Maintain internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Skills & Experience

• Minimum of 4 years higher education and/or work experience.
• Prior experience reading and digesting technical information.
• Detail-oriented.
• Proven written and verbal communication skills.
• Prior experience communicating technical problems to management.
• Strong customer focus, including ability to manage customer needs and multiple work priorities.
• Experience with change scheduling tools and IT service management (ITSM) platforms (e.g., ServiceNow).

Education & Experience Preferred:

• Bachelors degree in technology-related field.
• Minimum of 5 years higher education and/or work experience.
• Certifications or special training in related technologies.