Customer Service Representative – Help Desk & Technical Support Specialist – Federal Healthcare Programs, Remote, Impact‑Driven, Career‑Growth Focused

About brighthush and the Opportunity

brighthush is a trailblazer in the federal technology services arena, partnering with the Centers for Medicare & Medicaid Services (CMS) to deliver mission‑critical solutions that empower millions of Americans to access vital healthcare information and benefits. Our reputation for excellence, integrity, and relentless innovation has positioned us as a trusted partner in the public sector. As a member of the brighthush family, you will be at the forefront of ensuring seamless, secure, and reliable access to services that directly impact patient care, provider efficiency, and stakeholder confidence across the nation.

Why Join brighthush?

• Impactful Work – Your daily contributions will shape the efficiency and reliability of CMS programs, helping people receive the care they need.
• Fully Remote Flexibility – Work from anywhere with a stable internet connection. Our remote-first model empowers you to balance professional growth with personal life.
• Clear Career Pathways – brighthush invests in your development through mentorship, targeted training, and transparent advancement routes from Technician I to senior support roles.
• Diverse & Inclusive Culture – We celebrate diversity and are committed to creating an environment where every voice is heard and valued.
• Competitive Compensation & Benefits – Earn a competitive hourly rate, receive comprehensive benefits, and enjoy perks such as flexible scheduling, wellness programs, and more.

Key Responsibilities

As a Remote Customer Service Representative – Help Desk, you will be the first line of support for CMS users, ensuring their technology needs are met promptly and professionally. Your day‑to‑day tasks will include:

• Providing remote desktop support for users in home or remote office environments.
• Resetting user IDs, passwords, and unlocking accounts while maintaining strict security protocols.
• Troubleshooting multi‑factor authentication (MFA) issues and guiding users through secure access procedures.
• Managing profile updates, including approving or rejecting role requests and ensuring accurate user data.
• Addressing inquiries related to reports, files, data exchange, and supporting documentation for CMS BOSC programs.
• Installing, configuring, and maintaining desktops, laptops, printers, scanners, and other peripherals.
• Deploying and updating operating systems and workstation images using image deployment software.
• Diagnosing and resolving hardware, software, and network issues, escalating complex problems to higher‑tier teams when necessary.
• Documenting all support interactions in the ticketing system, updating knowledge bases, and contributing to troubleshooting manuals.
• Collaborating with project managers to integrate new technologies and transition projects into production support.
• Identifying areas for improvement in the support environment and recommending process enhancements.
• Participating in cross‑functional projects and temporary assignments across the broader BOSC program as business needs evolve.

Essential Qualifications

• High School diploma or equivalent with a minimum of 1 year of relevant experience.
• Strong verbal and written communication skills, with a customer‑centric mindset.
• Proficient analytical and problem‑solving abilities, capable of troubleshooting complex technical issues.
• Detail‑oriented, organized, and able to manage multiple priorities in a fast‑paced environment.
• Experience with remote desktop tools, ticketing systems, and knowledge base management.
• Ability to follow established processes, procedures, and guidelines to ensure consistent customer experiences.
• Adaptability to shifting priorities, ambiguity, and change.
• Strong teamwork skills, yet capable of working independently with minimal supervision.
• Successful completion of the CMS client vetting process is required for employment.

Preferred Skills & Experience

• Additional training or education in IT support, computer science, or a related field.
• Experience monitoring logs, scheduled events, and reporting on anomalies.
• Familiarity with call center telephony equipment and customer support workflows.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Prior government or federal agency experience, especially with CMS or similar agencies.
• Knowledge of security best practices, including MFA, password management, and user access controls.

Skills & Competencies for Success

• Technical Proficiency – Comfortable with Windows and Mac operating systems, peripheral hardware, and remote support tools.
• Customer Service Excellence – Ability to empathize, communicate clearly, and resolve issues with a positive attitude.
• Problem‑Solving Mindset – Approach challenges methodically, using logical reasoning and creative solutions.
• Time Management – Prioritize tasks effectively, meet SLA targets, and maintain high productivity.
• Collaboration & Communication – Work seamlessly with cross‑functional teams, project managers, and stakeholders.
• Continuous Learning – Stay updated on emerging technologies, industry trends, and best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Technician I, you will have the opportunity to:

• Progress to Technician II and beyond, taking on more complex technical challenges.
• Earn certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).
• Participate in specialized training programs focused on federal IT security, cloud services, and data analytics.
• Engage in mentorship programs, pairing you with seasoned professionals who can guide your career trajectory.
• Contribute to strategic projects that shape the future of federal technology services.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and innovative environment. Even though our team is distributed, we maintain strong connections through:

• Weekly virtual team meetings and daily stand‑ups to share updates and celebrate wins.
• Open communication channels via Slack, Teams, and email, ensuring quick resolution of questions.
• Regular virtual coffee breaks and social events to build camaraderie.
• Commitment to work‑life balance, with flexible hours and a results‑oriented approach.

Compensation & Benefits

While the base hourly rate for this role is competitive, brighthush offers a comprehensive benefits package to support your well‑being and professional growth:

• Competitive hourly wage with performance‑based bonuses.
• Health, dental, and vision insurance options.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee recognition programs and annual awards.

How to Apply

Ready to make a difference? Submit your application through the brighthush portal and join a team that values innovation, integrity, and impact. We look forward to exploring how your skills and passion align with our mission to support CMS and the communities it serves.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic.