Hybrid Technical Support Specialist – Medical Devices

Baxter Healthcare; Town of Skaneateles (NY); Hybrid; USD 53,000 - 73,000; Full time

Benefits offered by this job

Medical and dental coverage

401(k) plan

Employee stock purchase plan

Paid holidays

Paid time off 20–35 days

Flexible Spending Accounts

Employee Assistance Program

Parental leave

Job summary

Baxter Health in Skaneateles, NY seeks a Technical Support Specialist to resolve technical challenges via remote troubleshooting. You will help deliver a high-quality support experience across our products and services, contributing to continuous improvement and innovation.

This hybrid role requires regular onsite presence at our Skaneateles office to support collaboration, training, and team engagement. You will work with R&D and engineering to drive solutions that support Baxter’s mission.

Qualifications

• 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
• Associate degree in Information Systems (or related field) preferred; relevant certifications encouraged
• Experience supporting medical devices or healthcare environments, including web-based/client-server applications, SAP or similar systems, and knowledge management tools preferred
• Ability to follow regulated processes and maintain compliant documentation standards

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

Skills

Remote troubleshooting

Technical support

Microsoft OS

Active Directory

Server environments

Hardware troubleshooting

Networking

Security issues

Peripheral devices

Documentation standards

Healthcare IT

SAP or similar systems

Education

High school diploma or GED

Associate degree in Information Systems or related field

Relevant technical certifications

Tools

CompTIA

Microsoft certifications

Networking certifications

Job description

Baxter Health in Skaneateles, NY seeks a Technical Support Specialist to resolve technical challenges via remote troubleshooting. You will help deliver a high-quality support experience across our products and services, contributing to continuous improvement and innovation.

This hybrid role requires regular onsite presence at our Skaneateles office to support collaboration, training, and team engagement. You will work with R&D and engineering to drive solutions that support Baxter’s mission.