Job SummaryThe 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 WellbeingFinancial and RetirementWork and Family Life SupportHealth, Dental, and Vision Insurance401K with Employer MatchGenerous Paid Time Off Wellness ProgramsRailroad Retirement BenefitsPaid Caregiving Days and Backup CareHealth Savings AccountPublic Service Student Loan ForgivenessFertility and Family Building BenefitsNo-cost Personal Health AdvocateStudent Loan AssistanceAdoption and Surrogacy AssistanceMedical Plan Opt-out CreditTuition and Education ReimbursementPaid Family Leave Life InsuranceRail Pass Privileges Short- and Long-term Disability InsuranceEmployee Assistance Program No-cost Financial Advisor SessionsCommuter 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%
