Technical Support Representative II (M-F 11:30am - 8pm)

Baxter•Skaneateles Falls, NY

5d•Hybrid

About The Position

At Baxter, colleagues are united by a mission to save and sustain lives and a culture of courage, trust, collaboration, ownership, and accountability. The Technical Support Representative II provides remote troubleshooting and guidance to customers and patients, helping resolve technical challenges and deliver a consistent, high-quality support experience. The role also contributes to continuous improvement and innovation across Baxter products and services. The position is part of a collaborative team that values knowledge sharing and continuous learning. It follows a hybrid work model and requires regular onsite presence at Baxter’s Skaneateles, New York office for collaboration, training, and team engagement. The stated schedule is Monday through Friday, 11:30 a.m. to 8:00 p.m.

Requirements

High school diploma or GED.
At least 1 year of experience in remote technical troubleshooting or 2–3 years of experience in technical or customer support.
Experience troubleshooting Microsoft OS, Active Directory, and server environments.
Experience diagnosing hardware, software, networking, and security issues.
Experience installing and troubleshooting computer hardware and peripheral devices, such as printers, scanners, and Bluetooth devices.
Ability to follow regulated processes and maintain compliant documentation standards.

Nice To Haves

Associate degree in Information Systems or a related field and/or relevant technical certifications, such as CompTIA, Microsoft, or networking certifications.
Experience supporting medical devices or healthcare environments.
Experience with web-based/client-server applications, SAP or similar systems, and knowledge management tools.

Responsibilities

Provide remote troubleshooting support for hardware, software, and network-related issues.
Document cases in detail, including issue identification, troubleshooting steps, and resolution outcomes.
Execute customer requests, such as part replacements and case creation, through systems and alternate workflows.
Support escalations by engaging appropriate internal teams, such as R&D and engineering, when required.
Provide technical guidance on the use of supported hardware, software, and connected devices.
Track and update cases to ensure timely resolution in alignment with defined KPIs and service levels.
Identify and document recurring issues to support product and process improvements.
Use standard tools, systems, and knowledge management resources to resolve technical issues.

Benefits

Medical and dental coverage starting on day one.
Basic life, accident, short-term disability, long-term disability, and business travel accident insurance.
Employee Stock Purchase Plan with the ability to purchase company stock at a discount.
401(k) Retirement Savings Plan with employee contributions and company matching.
Flexible Spending Accounts.
Educational assistance programs.
Paid holidays.
Paid time off ranging from 20 to 35 days based on length of service.
Family and medical leaves of absence.
Paid parental leave.
Commuting benefits.
Employee Discount Program.
Employee Assistance Program.
Childcare benefits.