Technical Support Representative II

Baxter is hiring a Technical Support Representative II to help customers and patients resolve technical challenges through remote troubleshooting and clear guidance. In this hybrid role, you will work from home while maintaining regular onsite presence at the Skaneateles Falls, NY office to support collaboration, training, and team engagement. The position also emphasizes continuous improvement by documenting case details and surfacing recurring issues.

What you will do

• Provide remote troubleshooting support for hardware, software, and network-related issues
• Document each case in detail, including issue identification, troubleshooting steps, and resolution outcomes
• Handle customer requests such as part replacements and case creation through systems and alternate workflows
• Support escalation processes by involving the appropriate internal teams when required (for example, R&D or engineering)
• Provide technical guidance on the use of supported hardware, software, and connected devices
• Track and update cases to help ensure timely resolution aligned with defined KPIs and service levels
• Identify and document recurring issues to support product and process improvements
• Use standard tools, systems, and knowledge management resources to resolve technical issues

Requirements

• High school diploma or GED
• 1+ year in remote technical troubleshooting, or 2–3 years in technical or 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 peripherals (for example, printers, scanners, Bluetooth devices)
• Ability to follow regulated processes and maintain compliant documentation standards

Technology areas involved

• Microsoft OS, Active Directory, SAP
• CompTIA and Microsoft tools
• Networking

Role details

• Location: Skaneateles Falls, NY (hybrid)
• Experience level: 1+ years
• Estimated base salary: USD 52,800 - 72,600 per year

Benefits

• Medical and dental coverage starting on day one
• Insurance for basic life, accident, short-term and long-term disability, and business travel accident
• Employee Stock Purchase Plan (ESPP)
• 401(k) Retirement Savings Plan (RSP) with employee contribution and company matching options
• 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

Additional information

• Hybrid onsite presence: regular onsite presence at the Skaneateles, NY office
• Authorization to work: applicants must be authorized to work for any employer in the U.S.; Baxter is unable to sponsor or take over sponsorship of an employment visa at this time
• Reasonable accommodations: Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally

Recruitment fraud notice: Baxter has discovered incidents of employment scams where fraudulent parties pose as Baxter employees, recruiters, or other agents and attempt to steal personal and/or financial information from online job seekers.