Hybrid Technical Support Specialist — Remote Troubleshooting

Baxter Healthcare; Town of Skaneateles (NY); Hybride; USD 53 000 - 73 000; Plein temps

Avantages offerts par ce poste

Medical and dental coverage

401(k) Retirement Savings Plan

Employee stock purchase program (ESPP)

Paid holidays & paid time off

Résumé du poste

Baxter Healthcare in Skaneateles, NY is seeking a Technical Support Specialist to resolve technical challenges through remote troubleshooting and guidance. You will document cases, handle part replacements, and collaborate with R&D and engineering to improve products and services.

The role follows a hybrid work model with regular onsite presence in Skaneateles, NY to support collaboration, training, and team engagement.

Qualifications

• 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.
• Ability to follow regulated processes and maintain compliant documentation standards.
• 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.

Responsabilités

• 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.

Connaissances

Remote troubleshooting

Customer support

Microsoft OS

Active Directory

Networking

Documentation

Regulated processes

Formation

Associate degree in Information Systems

CompTIA certification

Microsoft certification

Outils

SAP

Knowledge management tools

Description du poste

Baxter Healthcare in Skaneateles, NY is seeking a Technical Support Specialist to resolve technical challenges through remote troubleshooting and guidance. You will document cases, handle part replacements, and collaborate with R&D and engineering to improve products and services.

The role follows a hybrid work model with regular onsite presence in Skaneateles, NY to support collaboration, training, and team engagement.