Technical Support Specialist

Baxter • Raleigh, NC

21h • 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. Your Role at Baxter As a Technical Support Specialist, you will provide front-line support for Baxter's infusion systems, software applications, and connected technologies used in healthcare environments. This is where you can make an impact by helping hospitals, clinicians, biomedical technicians, and IT teams quickly resolve technical issues involving equipment that supports patient care. In this role, you'll balance technical support activities with case management and ticket processing while partnering with customers to maintain system performance and uptime.

Requirements

• High school diploma or GED.
• 1+ years of technical support, help desk, desktop support, service desk, or technical call center experience.
• Experience troubleshooting computer hardware, software applications, operating systems, and connected devices.
• Working knowledge of Microsoft Windows operating systems and general computer networking concepts.
• Experience using case management, ticketing, CRM, or knowledge management systems.
• Experience utilizing Microsoft Office applications, including Outlook, Excel, and Word, to support daily work activities.
• Experience supporting customers via phone, email, or other service channels.
• Ability to work the scheduled 10:00 AM - 7:00 PM EST shift and participate in a rotating on-call schedule approximately every six weeks.
• 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

Responsibilities

• Provide Level 1 technical support via phone, email, and future chat channels for Baxter infusion pumps, associated software, and connected digital products.
• Troubleshoot hardware, software, connectivity, and system-related issues using established troubleshooting guides, technical documentation, and standard operating procedures.
• Process, document, and manage customer cases, ensuring accurate updates, issue tracking, and timely resolution of support requests.
• Support Return Material Authorization (RMA) activities for devices requiring repair, replacement, or depot service.
• Guide customers through product setup, configuration, and operational issues related to Baxter infusion systems and software applications.
• Escalate complex technical issues to advanced support teams and collaborate with internal partners to drive resolution.
• Utilize support systems, Microsoft applications, knowledge management tools, laptops, tablets, and mobile devices to manage daily work activities.
• Maintain compliance with HIPAA, GDPR, and all applicable environmental, health, and safety requirements.

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: Entry Level
• Education Level: High school or GED