Customer Service Representative – Help Desk & Technical Support for Federal Healthcare Programs

About brighthush and the Mission‑Critical World of Federal Healthcare Support

At brighthush, we are proud to partner with the federal government to deliver mission‑critical services that empower millions of Americans to access vital healthcare information and benefits. Our work with the Centers for Medicare & Medicaid Services (CMS) ensures that every citizen receives the support they need to navigate complex healthcare systems with confidence and ease. As a fully remote, high‑impact role, this position places you at the frontline of a national initiative that touches the lives of countless families.

Why Join brighthush?

• Impact at Scale: Your daily work will directly influence the experience of millions of users seeking healthcare benefits.
• Remote Flexibility: Work from anywhere in the United States while maintaining a healthy work‑life balance.
• Professional Growth: Access to continuous learning, certifications, and career advancement pathways within a federal‑partner ecosystem.
• Inclusive Culture: A diverse, supportive environment that values every voice and encourages collaboration across teams.
• Competitive Compensation: A structured pay scale that rewards experience, skill, and dedication.

Key Responsibilities

As a Technician I – Help Desk Agent, you will be the first line of support for brighthush’s CMS client. Your role blends technical troubleshooting, customer service excellence, and cross‑functional collaboration.

• Provide remote assistance to users in both office and home environments, resolving issues related to user IDs, passwords, MFA, and system access.
• Manage profile updates, including approval or rejection of role requests, ensuring compliance with security protocols.
• Address inquiries about reports, files, data exchange, and supporting documentation, maintaining clear communication channels.
• Install, configure, and maintain desktops, laptops, printers, scanners, and peripheral devices, ensuring optimal performance.
• Deploy and support a variety of PC operating systems, troubleshooting installation and compatibility issues.
• Utilize remote desktop software to diagnose and resolve workstation‑level problems for users across the network.
• Document all support activities in the ticketing system, contributing to knowledge bases and troubleshooting manuals.
• Collaborate with project managers to integrate new technology initiatives into the production support environment.
• Assist in image deployment and workstation image management, ensuring consistent system configurations.
• Identify and recommend improvements to the technical support environment, working closely with management to implement solutions.
• Adapt to shifting priorities, taking on temporary or ongoing support for other programs within the broader CMS ecosystem as needed.

Essential Duties and Responsibilities

• Assist Technician II in delivering desktop and operational support to assigned sites and remote offices.
• Provide written updates for problem resolution in ticketing systems, knowledge bases, and online documentation repositories.
• Serve as a technical liaison to project managers, ensuring smooth transitions of projects to production support.
• Perform other duties as assigned by management, demonstrating flexibility and a proactive mindset.

Minimum Qualifications

• High School diploma or equivalent with at least 1 year of relevant experience.
• Strong verbal and written communication skills, with a customer‑service‑oriented mindset.
• Analytical and problem‑solving abilities, capable of following processes and procedures to deliver repeatable outcomes.
• Highly detail‑oriented, organized, and timely in handling tasks.
• Ability to work independently and collaboratively within a team.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST (typical hours 11:00 AM‑7:30 PM EST).
• Successful completion of the CMS client vetting process is required for employment.
• Adaptability to ambiguity and change, with a willingness to embrace new challenges.

Preferred Skills and Qualifications

• Additional training or education in a specialized technical area.
• Experience monitoring logs, scheduled events, and reporting on anomalies.
• Proficiency with call center telephony equipment and customer support platforms.
• Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Prior government or federal agency experience is a plus.

Career Growth and Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Technician I, you will:

• Earn certifications in Windows Server, Microsoft 365, and cybersecurity fundamentals.
• Participate in cross‑functional projects that expose you to network administration, data analytics, and project management.
• Progress to Technician II, then to Senior Technician or Technical Lead roles, with clear performance metrics and mentorship.
• Access internal training programs, webinars, and workshops that keep you at the forefront of technology trends.

Work Environment and Company Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You will:

• Join a diverse team of professionals who value inclusion and respect.
• Participate in virtual town halls, team‑building activities, and knowledge‑sharing sessions.
• Benefit from flexible scheduling, allowing you to balance personal commitments with professional responsibilities.
• Receive regular feedback and coaching from managers to support continuous improvement.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote help desk technicians.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Access to wellness programs, mental health resources, and employee assistance programs.

How to Apply

Ready to make a tangible difference in the lives of millions while advancing your career in a supportive, forward‑thinking environment? Submit your application today and join the brighthush team that is redefining federal healthcare support.

We are an equal‑opportunity employer. brighthush evaluates qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic.

Apply now and become a pivotal part of a mission‑driven organization that values expertise, innovation, and service excellence.