Technical Support Specialist

Zvh; Raleigh (NC); On-site; USD 45,000 - 62,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Job summary

Baxter is seeking a Technical Support Specialist to provide front-line support for infusion systems, software, and connected technologies in healthcare settings. You will assist hospitals, clinicians, biomedical technicians, and IT teams to resolve issues and maintain system performance.

The role balances ticket processing with case management, requiring strong troubleshooting and communication across teams. On-site shift in EST and rotating on-call support are expected.

Qualifications

• High school diploma or GED required.
• 1+ years in technical support or help desk.
• Experience troubleshooting hardware, software, and networks.
• Familiar with Windows OS and common office software.
• Experience with case management or ticketing systems.

Responsibilities

• Provide Level 1 technical support via phone, email, and chat for Baxter infusion pumps and software.
• Troubleshoot hardware, software, connectivity, and system issues using guides and SOPs.
• Process, document, and manage customer cases with timely resolution.
• Support RMA activities for devices needing repair or depot service.
• Guide customers through product setup and configuration of infusion systems and software.
• Escalate complex issues to advanced support and collaborate with internal teams.

Skills

Technical support

Windows OS

Networking basics

CRM/ticketing systems

Phone & email support

On-call schedule

Education

High school diploma or GED

Tools

CRM systems

Microsoft Office

Ticketing systems

Knowledge management tools

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 provide front-line support for Baxter's infusion systems, software applications, and connected technologies used in healthcare environments. This is where you can make an impact by helping hospitals, clinicians, biomedical technicians, and IT teams quickly resolve technical issues involving equipment that supports patient care. In this role, you'll balance technical support activities with case management and ticket processing while partnering with customers to maintain system performance and uptime.

What You'll Do

• Provide Level 1 technical support via phone, email, and future chat channels for Baxter infusion pumps, associated software, and connected digital products.
• Troubleshoot hardware, software, connectivity, and system-related issues using established troubleshooting guides, technical documentation, and standard operating procedures.
• Process, document, and manage customer cases, ensuring accurate updates, issue tracking, and timely resolution of support requests.
• Support Return Material Authorization (RMA) activities for devices requiring repair, replacement, or depot service.
• Guide customers through product setup, configuration, and operational issues related to Baxter infusion systems and software applications.
• Escalate complex technical issues to advanced support teams and collaborate with internal partners to drive resolution.
• Utilize support systems, Microsoft applications, knowledge management tools, laptops, tablets, and mobile devices to manage daily work activities.
• Maintain compliance with HIPAA, GDPR, and all applicable environmental, health, and safety requirements.

What You'll Bring

• High school diploma or GED.
• 1+ years of technical support, help desk, desktop support, service desk, or technical call center experience.
• Experience troubleshooting computer hardware, software applications, operating systems, and connected devices.
• Working knowledge of Microsoft Windows operating systems and general computer networking concepts.
• Experience using case management, ticketing, CRM, or knowledge management systems.
• Experience utilizing Microsoft Office applications, including Outlook, Excel, and Word, to support daily work activities.
• Experience supporting customers via phone, email, or other service channels.
• Ability to work the scheduled 10:00 AM - 7:00 PM EST shift and participate in a rotating on-call schedule approximately every six weeks.

We understand compensation is an important factor as you consider the next step in your career. 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 $44,800 - $61,600. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than 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)

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.

Know Your Rights: Workplace Discrimination is Illegal

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, please click on the link here and let us know the nature of your request along with your contact information.

No matter your role at Baxter, your talent, skills, and time has a direct impact on people's lives.

Since 1931, we have been at the forefront of innovation by bringing smarter, more personalized care to patients around the world. Now, we're more determined than ever to make a lasting impact as we are redefining healthcare delivery across the care journey. Our Mission to Save and Sustain Lives motivates us as we create a culture in which each of us can succeed.

This is where you belong.