Infrastructure Analyst II - IT Systems & Operations

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

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.