Technical Support Analyst

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. 

Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. 

Join us at the intersection of saving and sustaining lives— where your purpose accelerates our mission. 

Your role at Baxter

The Technical Support Analyst will be responsible for assisting customers with technical issues or questions relating to Baxter’s hardware and software products, including on-site support as required.

What you'll be doing

• Gain and demonstrate advanced knowledge technical and operational for all products supported.

• Accurately and compliantly answer customer inquiries via multi-channel communication e.g. phone, email etc…

• Consistently meet customer SLAs for First Update responses, and other contractually agreed to requirements

• Create, update and complete tickets within Baxter systems for customer support calls

• Demonstrate the ability to effectively solve technical issues, offer solutions, and escalate when appropriate

• Complete all documentation requirements within the Baxter system related to ticket details

• Adhere to all company policies and procedures

What you'll bring

• 2+ years in a previous technical support role

• Previous experience with medical device integration

• Excellent written and oral communication skills

• Attention to detail and the ability to troubleshoot wireless networking issues

• Strong working knowledge of Windows-based OS’s

• Advanced Linux command line knowledge

• Familiar with Virtualized environments

• Familiar with client-server architecture

• Proficiency in Microsoft Office tools (Outlook, Word, Excel, Visio, Project, PowerPoint)

• Knowledge of clinical interfaces using healthcare standards (HL7, FHIR, CCD, CCDA, HISP, Direct Messaging, and/or HIE platforms)

• Available and willing to provide after-hours support, including holidays and weekends

• Travel: 10% – 25% domestic travel

Nice to Have

• Baxter infusion product experience

• Knowledgeable on 802.11 and 802.1x protocols

• Cisco Certified Network Associate (CCNA) or extensive networking experience

• Previous experience with Cisco & Aruba networks

• Previous experience with VMware

• Previous Healthcare IT experience

• College degree in Computer Science or Information Systems or a related area is preferred

• In lieu of a computer science degree, 5 + years of experience in an IT support role

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 $60,000 to $82,500 annually. 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 upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

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. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter

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.

Recruitment Fraud Notice

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. To learn how you can protect yourself, review our Recruitment Fraud Notice.