Customer Service Representative – Help Desk (Remote, Temporary – CMS Support)

About Brighthush and the Mission‑Critical World of Healthcare IT

Brighthush is a leading federal partner that empowers the Centers for Medicare & Medicaid Services (CMS) to deliver secure, compliant, and mission‑driven services to millions of Americans. In a rapidly evolving healthcare landscape, Brighthush plays a pivotal role in ensuring that providers, beneficiaries, and stakeholders have seamless access to vital information and benefits. Our work is not just about technology – it’s about improving lives, safeguarding data, and advancing public health outcomes.

As a remote, temporary Help Desk Customer Service Representative, you will be the frontline champion for CMS providers. You’ll troubleshoot, resolve, and document technical issues while upholding the highest standards of customer service and data security. Your contributions will directly impact the efficiency of Medicare provider operations and the quality of care delivered across the nation.

Key Responsibilities – What You’ll Do Every Day

• Provide Desktop & Operational Support: Assist Technician II in delivering comprehensive support to assigned sites and remote offices, ensuring minimal downtime for CMS provider users.
• Hardware & Software Management: Install, configure, maintain, and support desktops, laptops, printers, scanners, and peripheral devices. Deploy and update operating systems and application software across the organization.
• Remote Troubleshooting: Use remote desktop tools to diagnose and resolve issues for users in remote or home office settings, ensuring a smooth, secure connection to CMS systems.
• Ticketing & Documentation: Log detailed, accurate updates in the ticketing system. Contribute to knowledge bases, troubleshooting manuals, and online documentation to empower self‑service and future issue resolution.
• Advanced Network Support: Assist in diagnosing and resolving complex technical problems within network and telecommunications environments, especially those affecting workstation performance.
• Project Liaison: Serve as a technical bridge between support staff and project managers. Help integrate new technology initiatives into the production environment and provide post‑deployment support.
• Image Management: Maintain software and workstation image repositories. Use image deployment tools to create, update, and apply standardized images to new and existing workstations.
• Continuous Improvement: Identify recurring technical issues or process gaps. Collaborate with management to recommend and implement improvements that enhance support efficiency and user satisfaction.
• Team Collaboration: Work within a structured team framework, sharing knowledge and supporting colleagues on assigned projects and daily tasks.
• Additional Duties: Perform any other responsibilities assigned by management to support the overall success of the Help Desk and CMS initiatives.

Essential Qualifications – What We Expect

• High School diploma or equivalent; 0–2 years of related experience.
• Strong verbal and written communication skills, with a customer‑first mindset.
• Proficiency in troubleshooting desktop hardware, operating systems, and peripheral devices.
• Experience using remote desktop software and ticketing systems.
• Basic understanding of network fundamentals and telecommunications concepts.
• Ability to follow established processes, procedures, and guidelines to ensure consistent, repeatable customer experiences.
• Highly detail‑oriented, organized, and timely in task completion.
• Capacity to work independently and collaboratively within a team environment.
• Adaptability to changing priorities and the ability to handle ambiguity with composure.
• Successful completion of the CMS client vetting process is a mandatory condition of employment.

Preferred Qualifications – What Will Set You Apart

• Experience in a federal or healthcare IT environment, particularly with CMS or Medicare systems.
• Knowledge of image deployment tools (e.g., Microsoft Deployment Toolkit, SCCM).
• Familiarity with ITIL or other service‑management frameworks.
• Prior exposure to help desk or technical support roles in a remote setting.
• Strong analytical and problem‑solving skills, with a track record of identifying root causes and implementing effective solutions.
• Demonstrated ability to manage multiple tickets simultaneously while maintaining high quality of service.
• Experience creating or updating knowledge‑base articles and troubleshooting guides.

Skills & Competencies – The DNA of Success at Brighthush

• Technical Proficiency: Comfortable with Windows and macOS environments, peripheral troubleshooting, and remote support tools.
• Customer Service Excellence: Empathy, patience, and a commitment to delivering a positive user experience.
• Communication: Clear, concise, and professional in all written and verbal interactions.
• Problem‑Solving: Analytical mindset with the ability to diagnose complex issues quickly.
• Time Management: Prioritize tasks effectively in a fast‑paced, ticket‑driven environment.
• Team Player: Collaborative attitude, willing to share knowledge and support peers.
• Adaptability: Thrive in a dynamic environment with evolving technologies and processes.
• Compliance Awareness: Understand the importance of data security, privacy regulations, and compliance standards in healthcare IT.

Career Growth & Learning Opportunities

While this role is temporary, Brighthush offers a rich learning environment that can serve as a springboard for future career paths:

• Exposure to federal IT operations and the inner workings of CMS programs.
• Hands‑on experience with advanced imaging, network troubleshooting, and project integration.
• Opportunity to build a robust skill set in remote support, ticketing systems, and knowledge‑base management.
• Potential pathways into full‑time roles within Brighthush or other federal IT agencies.
• Access to internal training resources, webinars, and certifications that enhance your professional portfolio.

Work Environment & Culture at Brighthush

Brighthush champions a culture of inclusion, innovation, and impact. As a remote team, we prioritize flexibility, clear communication, and a collaborative spirit. Our values include:

• Integrity: Upholding the highest standards of data security and ethical conduct.
• Collaboration: Working cross‑functionally to solve complex problems.
• Continuous Improvement: Encouraging feedback and iterative enhancements.
• Diversity & Inclusion: Valuing diverse perspectives and fostering an environment where everyone can thrive.

Compensation, Perks, and Benefits

For this temporary role, the hourly rate is $21.53, paid bi‑weekly. In addition to competitive pay, Brighthush offers:

• Comprehensive onboarding and training to ensure you hit the ground running.
• Access to a digital knowledge base and support tools.
• Flexible work hours within the defined shift (10:30 AM–7:00 PM EST).
• Opportunity to work with cutting‑edge technology and secure federal systems.
• Potential for future full‑time employment based on performance and business needs.

Why Brighthush? A Call to Action

Joining Brighthush means becoming part of a mission‑driven organization that directly supports the health and well‑being of millions of Americans. Your technical expertise and customer‑service skills will help keep CMS providers connected, compliant, and efficient. If you are a proactive, detail‑oriented professional who thrives in a remote, fast‑paced environment, we invite you to apply and contribute to a cause that matters.

Ready to make an impact? Click the link below to submit your application and take the first step toward a rewarding career at Brighthush.