Technical Support Representative II ( M-F 9am - 5:30pm)

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

Benefits offered by this job

Medical & Dental

401(k) plan

Paid time off

Job summary

Baxter International in Skaneateles Falls, NY seeks a Technical Support Specialist II to deliver remote troubleshooting for hardware, software, and network issues while documenting steps and outcomes. You will partner with R&D and engineering to resolve complex cases and support part replacements.

The role requires a hybrid onsite presence for collaboration, training, and team engagement, with a focus on delivering high-quality technical support and continuous improvement across Baxter products

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 (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.

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

Microsoft OS

Active Directory

Server environments

Hardware & peripherals

Networking & security

Documentation

Regulated processes

Education

Associate degree in Information Systems

Technical certifications (CompTIA, Microsoft, networking)

Tools

SAP

Knowledge management tools

Job description

Technical Support Representative II ( M-F 9am - 5:30pm)

Location Skaneateles Falls, New York, United States

Job Category Technical Services

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

At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $52,800 - $72,600. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on location, skills and expertise, experience, and other relevant factors.

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.

US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and 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.

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information.