Customer Service Representative – Help Desk Specialist (Temporary) – Brighthush – 10:30 AM to 7:00 PM EST Shift

About Brighthush

Brighthush is a leading federal partner that delivers mission‑critical services to the nation’s most vital healthcare programs. With a focus on compliance, innovation, and customer success, Brighthush empowers millions of people to access essential healthcare information and benefits. Our remote-first culture empowers employees to work from anywhere while collaborating with a diverse, high‑impact team that drives real change for the public sector.

Position Overview

We are seeking a dedicated Remote Customer Service Representative – Help Desk Specialist to join our temporary team. This role is essential to supporting the Brighthush community of healthcare providers, ensuring seamless access to our web‑based self‑registration and profile management tools. The successful candidate will be the first line of support for providers, troubleshooting technical issues, and maintaining a high level of customer satisfaction.

Key Responsibilities

• Assist the Technician II team in delivering desktop and operational support to assigned sites and remote offices.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals, as well as remote access devices.
• Deploy and support a variety of PC operating systems, ensuring compatibility with Brighthush’s infrastructure.
• Diagnose, resolve, and follow up on user concerns, providing clear, step‑by‑step guidance.
• Utilize remote desktop software to deliver real‑time support to users in remote or home office environments.
• Document all incidents and resolutions in the ticketing system, knowledge base, and online documentation repository.
• Assist in troubleshooting advanced technical issues within network and telecommunications environments, especially those affecting workstations.
• Act as a technical liaison to project managers, offering insights and support during project integration and transition to production.
• Maintain software and workstation image management, using image deployment tools to perform imaging tasks.
• Identify and recommend improvements in the technical support environment, collaborating with management to implement solutions.
• Ensure tickets are accurately documented and resolved in a timely manner, meeting or exceeding SLA targets.
• Collaborate with team members on assigned projects, contributing to a cohesive and high‑performing support team.
• Perform additional duties as assigned by management, demonstrating flexibility and a proactive mindset.

Essential Qualifications

• High school diploma or equivalent, with 0–2 years of experience in a technical support or help desk role.
• Strong verbal and written communication skills, with a customer‑service‑oriented mindset.
• Analytical and problem‑solving abilities, capable of diagnosing complex issues and providing effective solutions.
• Detail‑oriented, organized, and able to manage multiple tickets simultaneously.
• Proficiency in using remote desktop tools and ticketing systems.
• Ability to follow processes, procedures, and guidelines to ensure consistent customer experiences.
• Independent work ethic combined with strong teamwork skills.
• Availability to work Monday‑Friday, 10:30 AM – 7:00 PM EST.
• Successful completion of the Brighthush client vetting process is required for employment.

Preferred Qualifications

• Experience with Windows and macOS operating systems, including installation and troubleshooting.
• Knowledge of network protocols, VPNs, and basic telecommunications concepts.
• Familiarity with image deployment software and workstation imaging best practices.
• Previous experience supporting healthcare providers or working in a federal agency environment.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
• Experience with knowledge‑base creation and documentation.

Skills & Competencies

• Technical Proficiency: Comfortable with hardware, software, and network troubleshooting.
• Customer Focus: Empathy, patience, and a commitment to delivering exceptional service.
• Communication: Clear, concise, and professional in all written and verbal interactions.
• Problem Solving: Ability to analyze issues, identify root causes, and implement effective solutions.
• Time Management: Prioritize tasks, meet deadlines, and manage a high volume of tickets.
• Collaboration: Work effectively with cross‑functional teams, including project managers and senior technicians.
• Adaptability: Thrive in a dynamic environment, handling ambiguity and change with ease.

Career Growth & Learning

While this role is temporary, Brighthush offers a clear pathway for career advancement. Employees who demonstrate technical excellence and leadership potential may be considered for permanent positions in our support, project management, or IT operations teams. Brighthush invests in continuous learning through:

• On‑the‑job training and mentorship from senior technicians.
• Access to online learning platforms covering advanced networking, cybersecurity, and cloud technologies.
• Certification sponsorship for industry‑recognized credentials.
• Regular knowledge‑sharing sessions and internal tech talks.

Work Environment & Culture

Brighthush values a culture of inclusion, innovation, and impact. Our remote‑first approach means you can work from anywhere while staying connected through:

• Daily stand‑ups and weekly team meetings via video conferencing.
• Collaborative chat channels for real‑time support and knowledge sharing.
• Transparent communication from leadership about company goals and initiatives.
• Recognition programs that celebrate individual and team achievements.

We celebrate diversity and encourage employees to bring their authentic selves to work. Brighthush is committed to fostering a supportive environment where every team member can thrive.

Compensation & Benefits

For this temporary position, the hourly rate is $21.53. In addition to competitive pay, Brighthush offers:

• Flexible work hours within the 10:30 AM – 7:00 PM EST window.
• Access to a comprehensive digital benefits portal, including health, dental, and vision plans.
• Paid time off and holiday schedule aligned with federal holidays.
• Employee wellness resources, such as virtual fitness classes and mental health support.
• Professional development stipend for relevant courses and certifications.

How to Apply

Ready to make a difference in the healthcare sector? Submit your application through our secure portal. We look forward to reviewing your credentials and discussing how your skills can contribute to Brighthush’s mission.