Senior Technical Support Specialist: Hybrid Health Tech

Baxter International Inc.; Skaneateles Falls (NY); Hybrid; USD 53,000 - 73,000; Full time

Job summary

Baxter International Inc. in Skaneateles, NY, seeks a Technical Support Specialist to resolve hardware, software, and network issues through remote troubleshooting, delivering a consistent, high-quality support experience.

You will document cases, assist with part replacements, coordinate with R&D and engineering, and contribute to continuous product improvements while working in a hybrid model with regular onsite collaboration.

Qualifications

• High school diploma or GED required.
• 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.
• Associate degree in Information Systems or related field and/or relevant technical certifications preferred.
• Experience supporting medical devices or healthcare environments, including web-based/client-server applications, SAP or similar systems, and knowledge management tools preferred.

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 diagnostics

Printers & peripherals

Regulated documentation

Education

High school diploma or GED

Associate degree in Information Systems or related field

Relevant technical certifications (e.g., CompTIA, Microsoft, networking)

Tools

SAP

Job description

Baxter International Inc. in Skaneateles, NY, seeks a Technical Support Specialist to resolve hardware, software, and network issues through remote troubleshooting, delivering a consistent, high-quality support experience.

You will document cases, assist with part replacements, coordinate with R&D and engineering, and contribute to continuous product improvements while working in a hybrid model with regular onsite collaboration.