Support Jobs in Skaneateles Falls, NY

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Technical Support Representative II

Baxter Skaneateles Falls, NY

Skaneateles Falls, NY

Today

$53k - $73k/yr Full time Active Directory Computer Hardware Customer Support

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Job Description

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.

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