Technical Support Specialist II - Remote & Onsite Help

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

Benefits offered by this job

Health coverage

401(k) plan

ESPP

Job summary

Baxter in Skaneateles Falls, NY is seeking a Technical Support Specialist. You will resolve hardware, software, and network issues via remote troubleshooting and contribute to ongoing product improvements in a hybrid on-site role, with regular onsite presence at our Skaneateles, NY office.

The position requires 1+ year in remote technical troubleshooting or 2–3 years in technical/customer support, familiarity with Microsoft OS/AD, and relevant certifications or an associate degree.

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.
• Associate degree in Information Systems or related field and/or relevant technical certifications.

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 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

Documentation

Customer service

Team collaboration

Education

Associate degree in Information Systems

CompTIA certification

Microsoft certification

Networking certification

Tools

Active Directory

Microsoft OS

SAP

Networking

Job description

Baxter in Skaneateles Falls, NY is seeking a Technical Support Specialist. You will resolve hardware, software, and network issues via remote troubleshooting and contribute to ongoing product improvements in a hybrid on-site role, with regular onsite presence at our Skaneateles, NY office.

The position requires 1+ year in remote technical troubleshooting or 2–3 years in technical/customer support, familiarity with Microsoft OS/AD, and relevant certifications or an associate degree.