Sr Technologist - 90279592 - Philadelphia
Philadelphia, PA, US, 19104
As we move America’s workforce toward the future, our goal is to connect businesses and communities across the country. The safety of our passengers, our more than 20,000 colleagues, the public and our operating environment is our priority, and the success of our railroad is due to your efforts
Our values of ‘Do the Right Thing, Excel Together and Put Customers First are at the heart of what matters most to us, and our Core Capabilities, Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.
Job Summary
The Sr. Technologist, Field Services & Desktop Support provides hands-on technical support for employees across Amtrak office, station, field, and operational locations. The role supports Windows endpoints, Microsoft 365 applications, Active Directory and Microsoft Entra ID services, Amtrak enterprise applications, mobile devices, printers, conference room technology, network connectivity, and related hardware. It serves as a primary onsite technical resource, resolving incidents and service requests while maintaining strong ownership, documentation, security awareness, and customer communication. The ideal candidate combines advanced desktop troubleshooting, disciplined ServiceNow practices, endpoint deployment experience, and a customer-first approach in a large, distributed enterprise environment.
Essential Functions
- Provide onsite and remote Tier 1 and Tier 2 support for desktops, laptops, tablets, mobile devices, monitors, docking stations, printers, scanners, and related peripherals.
- Diagnose and resolve Windows 10 and Windows 11 operating system, login, profile, performance, configuration, patching, and endpoint connectivity issues.
- Support Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, SharePoint, and approved collaboration tools.
- Support Active Directory and Microsoft Entra ID user administration activities, including account provisioning support, password resets, account unlocks, multi-factor authentication troubleshooting, group membership validation, and identity-related access issues.
- Troubleshoot wired and wireless network connectivity issues, including Ethernet, Wi-Fi, VPN access, network authentication, IP configuration, DNS resolution, DHCP, and endpoint communication problems prior to escalation.
- Use ServiceNow to manage incidents, service requests, tasks, work orders, asset updates, and customer communications.
- Document symptoms, troubleshooting actions, business impact, resolution details, and accurate closure notes.
- Escalate complex or recurring issues with complete diagnostic information while retaining appropriate ownership and follow-through.
- Install and verify operating systems, drivers, Microsoft 365 applications, security controls, endpoint agents, patches, and authorized business software.
- Deliver professional, responsive, and respectful service to employees, contractors, business partners, and field support teams.
- Explain technical issues and resolutions clearly to both technical and non-technical customers.
- Adapt to urgent operational needs while following established support, security, safety, and change-control processes.
Minimum Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 3 years of relevant work experience.
- Demonstrated experience supporting Windows 10 and Windows 11 endpoints in a managed enterprise environment.
- Working knowledge of Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, OneDrive, and SharePoint.
- Experience using ServiceNow for incident management, request fulfillment, work tracking, customer communication, knowledge, or asset management.
- Experience supporting Active Directory, Microsoft Entra ID, identity administration, password management, account lifecycle activities, group memberships, multi-factor authentication, and authentication-related troubleshooting.
- Experience troubleshooting wired and wireless networking, VPN connectivity, TCP/IP, DNS, DHCP, network authentication, and endpoint communications in an enterprise environment.
Preferred Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 5 years of relevant work experience.
- Familiarity with Microsoft Configuration Manager (SCCM/MECM), Microsoft Intune, Windows Autopilot, Active Directory, Microsoft Entra ID, remote support tools, endpoint monitoring, and asset management platforms.
- Experience supporting enterprise business applications, conference room technology, Teams Rooms, printers, shared workspaces, and executive or high-touch support scenarios.
- Knowledge of ITIL practices, service management, asset lifecycle controls, chain of custody, cybersecurity requirements, and compliance-focused documentation.
- Relevant certifications such as CompTIA A+, Network+, Microsoft credentials, ITIL Foundation, or equivalent technical certifications.
Knowledge, Skills, and Abilities
- Knowledge of Windows 10 & 11, ServiceNow and Microsoft 365
- Ability to troubleshoot wired and wireless network systems, enterprise and business applications and VPN connectivity, TCP/IP, DNS, DHCP and network authentication.
- Demonstrated broad range and depth of knowledge in the respective area of expertise within the organization
- Knowledge of technological advances related to subject matter
- Skilled in managing incidents professionally and quickly.
Environmental Conditions/Physical Demands
- Ability to lift and move technology equipment weighing up to 50 pounds.
- Ability to stand, walk, bend, reach, and safely handle, stage, install, package, and transport computer equipment and peripherals.
- Ability to work at assigned Amtrak locations and respond to onsite support needs, including operational areas, subject to business requirements and applicable safety procedures.
- Ability to work outside standard business hours when required for scheduled deployments, maintenance, or operational support.
The salary/hourly range is $78,600.00 – $101,844.00. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position.
| Health and Wellbeing | Financial and Retirement | Work and Family Life Support |
| Health, Dental, and Vision Insurance | 401K with Employer Match | Generous Paid Time Off |
| Wellness Programs | Railroad Retirement Benefits | Paid Caregiving Days and Backup Care |
| Health Savings Account | Public Service Student Loan Forgiveness | Fertility and Family Building Benefits |
| No-cost Personal Health Advocate | Student Loan Assistance | Adoption and Surrogacy Assistance |
| Medical Plan Opt-out Credit | Tuition and Education Reimbursement | Paid Family Leave |
| Life Insurance | Rail Pass Privileges | |
| Short- and Long-term Disability Insurance | Employee Assistance Program | |
| No-cost Financial Advisor Sessions | Commuter and Flexible Spending Accounts |
Learn more about our benefits offerings here.
Requisition ID:167112
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 25%
You power our progress through your performance.
We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.
Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.
Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.
In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.
In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.
Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.
Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.
