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

About the role

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.

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. This role follows a hybrid work model and requires regular onsite presence at our Skaneateles, NY office to support collaboration, training, and team engagement.

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

Requirements

Required:

• 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. (no visa sponsorship available)

Preferred:

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

Pay

The estimated base salary for this position is $52,800 - $72,600. Individual pay is based on location, skills and expertise, experience, and other relevant factors. The estimated range reflects an anticipated salary range; actual compensation may be more or less based on market data and other factors.

Benefits

Baxter offers comprehensive compensation and benefits packages for eligible roles (except for Puerto Rico).

• Health and well-being: medical and dental coverage starting day one; basic life, accident, short-term and long-term disability, and business travel accident insurance
• Financial and retirement: Employee Stock Purchase Plan (ESPP) with discounted company stock; 401(k) Retirement Savings Plan (RSP) with employee contributions and company matching
• Flexible Spending Accounts, educational assistance programs
• Time-off: 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
• Additional: commuting benefits; Employee Discount Program; Employee Assistance Program (EAP); childcare benefits