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

Baxter International Inc.; Skaneateles Falls (NY); Hybrid; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical coverage

401(k) plan

Employee stock purchase plan

Paid time off

Parental leave

Commuting benefits

Job summary

Baxter International Inc. in Skaneateles Falls, NY, is seeking a Technical Support Specialist to partner with customers and patients to resolve technical challenges through remote troubleshooting and guidance.

This hybrid role requires regular onsite presence at our Skaneateles, NY office to support collaboration, training, and team engagement. You’ll document cases, support part replacements, and work with R&D/engineering to improve our products and services.

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 (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

Documentation

Customer support

Hardware troubleshooting

Microsoft OS

Active Directory

Networking

Security issues

Printers & peripherals

Education

Associate degree in Information Systems

Relevant technical certifications

Tools

SAP

CRM systems

Windows Server

Job description

This is where your work makes a difference. At Baxter, we believe every person-regardless of who they are or where they are from-deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride.

Your role at Baxter

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.

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.

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

What You’ll Be Doing

• 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

What You’ll Bring

• 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
• 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

US Benefits At Baxter (except For Puerto Rico)

Baxter offers comprehensive compensation and benefits packages for eligible roles.

• medical and dental coverage that start on day one
• insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
• Flexible Spending Accounts
• educational assistance programs
• 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
• commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• childcare benefits

Join us and enjoy the competitive compensation and benefits we offer to our employees.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process,

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.