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

About the role

This is where your work directly impacts patients and healthcare providers. As a Technical Support Specialist, you will deliver seamless technical support that helps ensure life-saving devices and systems operate reliably—supporting better outcomes for those who need it most. You’ll 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 make a difference by solving real-world healthcare challenges, building strong connections with customers and cross-functional teams, and contributing 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.

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

• 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

Qualifications (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. The estimated range reflects an anticipated salary range for the position. Individual pay is based on location, skills, expertise, experience, and other relevant factors.

Benefits

• Medical and dental coverage starting on day one
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident
• Employee Stock Purchase Plan (ESPP) with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP) with employee contributions and company matching
• Flexible Spending Accounts
• Educational assistance programs
• Paid holidays and 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