Technical Support Representative II (M-F 11am - 7:30pm)

Baxter • Skaneateles Falls, NY

1d • Onsite

About The Position

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. Where your purpose accelerates our mission This is where your work directly impacts patients and healthcare providers. In this role, you’ll deliver seamless technical support that helps ensure life-saving devices and systems operate reliably—supporting better outcomes for those who need it most. As a Technical Support Specialist, you will be a trusted partner to customers and patients, resolving technical challenges through remote troubleshooting and guidance. You’ll play a key role in creating a consistent, high-quality support experience while contributing to continuous improvement and innovation across our products and services. This is where you’ll: Make a difference by solving real-world healthcare challenges Build strong connections with customers and cross-functional teams Contribute to product improvements through detailed insights and feedback Your team You’ll be part of a collaborative, supportive team focused on delivering high-quality, consistent technical support. The team values knowledge sharing, continuous learning, and creating an environment where everyone can succeed and grow. Together, you’ll help advance Baxter’s mission to save and sustain lives.

Requirements

• High school diploma or GED
• 1+ year in remote technical troubleshooting or 2–3 years in technical/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 (e.g., printers, scanners, Bluetooth devices)
• Ability to follow regulated processes and maintain compliant documentation standards
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

• Associate degree in Information Systems (or related field) and/or relevant technical certifications (e.g., CompTIA, Microsoft, networking) preferred
• Experience supporting medical devices or healthcare environments, including web-based/client-server applications, SAP or similar systems, and knowledge management tools preferred

Responsibilities

• Provide remote troubleshooting support for hardware, software, and network-related issues
• Document all 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 escalation processes by engaging appropriate internal teams (e.g., R&D, engineering) when required
• Deliver technical guidance on use of supported hardware, software, and connected devices
• Track and update cases to ensure timely resolution aligned with defined KPIs and service levels
• Identify and document recurring issues to support product and process improvements
• Utilize standard tools, systems, and knowledge management resources to resolve technical issues

Benefits

• medical and dental coverage that start on day one
• insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for 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 (EAP)
• childcare benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED