Sr Technologist - 90279592 - Philadelphia

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title. Must not include Job ID etc as headings; can fold minor metadata into short

or drop it. Remove boilerplate like EEO, legal, etc. Must preserve all substantive information. We need to parse the posting. Key sections: - Job Summary: description of role. Could be "About the role" heading. - Essential Functions: list of duties. Could be "Responsibilities". - Minimum Qualifications: list. Could be "Requirements" or "Qualifications". The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which to use. Probably "Requirements" for minimum qualifications, "Preferred Qualifications" maybe also under Qualifications? Or separate? But we should not create thin sections. Could combine Minimum and Preferred under Qualifications? But they ask to use headings exactly those words. We can include multiple sections if they have content. We have Knowledge, Skills, And Abilities: could be "Skills". Environmental Conditions/Physical Demands: maybe part of Requirements? Could be its own but not in list; maybe we can incorporate into Requirements or Skills? Not in allowed headings list. Could omit? But we must preserve ALL substantive information. However we cannot create headings not in list. The instruction: "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive? It says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Likely they expect those headings only. So we must map content to those headings. Environmental Conditions/Physical Demands could go under Requirements or maybe Skills? Probably under Requirements (physical demands). We'll include that info in a

or

under Requirements. Pay: we have salary range. So include Pay section. Schedule: we have Work Arrangement: 06-Onsite 4/5 Days, Travel Requirements: Up to 25%, maybe also schedule info. So we can include Schedule section with those details. Benefits: we have a long list of benefits. So include Benefits section. Now we need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove things like "Click here for more information about work arrangements at Amtrak." and "Learn More About Our Benefits Offerings Here." Also remove "Requisition ID:167112", "Work Arrangement:06-Onsite 4/5 Days", "Relocation Offered:No", "Travel Requirements:Up to 25%" maybe we keep travel requirements under Schedule. But we should not put Job ID as heading; we can fold minor metadata into short

or drop it. Probably drop Requisition ID. We must preserve ALL substantive information: so we need to keep the salary range, benefits list, work arrangement, travel requirements, etc. We must not repeat job title as heading. We must not create sections with filler like "commensurate with experience". In benefits list we have many items; we should keep them as list items. We need to output only HTML fragment, no /, no markdown fences. Let's craft:

About the role

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.

Responsibilities

• 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.

Requirements

• 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.
• 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.

Qualifications

• Preferred: 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.

Skills

• 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.

Benefits

• 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

Pay

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.

Schedule

• Work Arrangement: 06-Onsite 4/5 Days
• Travel Requirements: Up to 25%
• Relocation Offered: No
We need to ensure we didn't include any boilerplate like EEO etc. We removed those. Check for any duplicated lines: we have not repeated. Check for any "commensurate with experience" appears in Pay section: we have that phrase "that is commensurate with the level of the position." That's not a placeholder; it's actual description. It's okay. Check for any "N/A", "TBD", "varies": none. Check for any "Learn More About Our Benefits Offerings Here." removed. Check for "Click here for more information about work arrangements at Amtrak." removed. Check for "Requisition ID:167112" removed. Check for "Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience." This is a note; we might want to keep it? It's substantive but maybe minor. Could be folded into Requirements as a note. But we can drop as minor metadata? The