Customer Service Representative – Help Desk & Technical Support Specialist (Temporary)

About brighthush and the Opportunity

brighthush is a leading federal partner dedicated to delivering mission‑critical services that empower millions of Americans to access vital healthcare information and benefits. As a trusted collaborator with federal agencies, brighthush plays a pivotal role in ensuring seamless technology support for the Medicare Provider community. We are currently seeking a highly motivated, detail‑oriented Remote Customer Service Representative – Help Desk & Technical Support Specialist to join our team on a temporary assignment. This role is an excellent opportunity for individuals who thrive in a fast‑paced, remote environment and are passionate about providing exceptional technical support to a diverse user base.

Why Work with brighthush?

• Impactful Mission: Your work will directly support the Medicare Provider community, helping them navigate complex systems and access essential services.
• Remote Flexibility: Fully remote position with a consistent schedule (Monday‑Friday, 10:30 AM‑7:00 PM EST).
• Professional Growth: Exposure to federal client processes, advanced troubleshooting, and project integration will broaden your skill set and enhance your resume.
• Inclusive Culture: brighthush champions diversity, equity, and inclusion, ensuring a welcoming environment for all employees.
• Competitive Compensation: $21.53 per hour, with potential for overtime and performance bonuses.

Key Responsibilities

As a central point of contact for providers, you will be responsible for a wide range of technical support tasks, including:

• Assist Technician II in delivering desktop and operational support across assigned sites and remote offices.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other PC peripherals.
• Deploy and support various operating systems (Windows, macOS, Linux) and remote access solutions.
• Diagnose, resolve, and document user issues related to hardware, software, and network connectivity.
• Utilize remote desktop tools to provide timely assistance to users in remote or home office settings.
• Maintain accurate, detailed updates in the ticketing system, knowledge bases, and troubleshooting manuals.
• Escalate advanced technical problems to senior engineers and collaborate with project managers on integration and transition of new technology initiatives.
• Manage software imaging and workstation image deployment using industry-standard tools.
• Identify recurring issues, propose improvements, and collaborate with management to enhance the support environment.
• Participate in team meetings, knowledge sharing sessions, and continuous improvement projects.
• Perform any additional duties as assigned by management to support overall team objectives.

Essential Qualifications

• High school diploma or equivalent.
• 0–2 years of experience in a technical support or help desk role.
• Strong verbal and written communication skills, with a customer‑service focus.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience with remote desktop tools (e.g., TeamViewer, Remote Desktop Connection).
• Basic knowledge of operating systems installation and configuration.
• Ability to follow established processes, procedures, and guidelines.
• Detail‑oriented, organized, and capable of managing multiple tickets simultaneously.
• Self‑motivated and able to work independently while collaborating effectively with team members.
• Availability to work Monday‑Friday, 10:30 AM‑7:00 PM EST.
• Successful completion of the federal client vetting process (a condition of employment).

Preferred Qualifications

• Associate’s degree or higher in Information Technology, Computer Science, or a related field.
• Experience supporting Medicare or other federal healthcare systems.
• Knowledge of image deployment tools (e.g., SCCM, MDT).
• Familiarity with ticketing systems such as ServiceNow or Jira.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
• Experience working in a remote, distributed team environment.
• Strong analytical and problem‑solving abilities, with a proactive approach to identifying root causes.
• Demonstrated ability to adapt to changing priorities and ambiguous situations.

Core Skills & Competencies

• Technical Proficiency: Ability to diagnose and resolve a wide range of hardware and software issues.
• Customer‑Centric Mindset: Delivering clear, empathetic communication and ensuring a positive user experience.
• Process Adherence: Following documented procedures to maintain consistency and quality.
• Collaboration: Working effectively with cross‑functional teams, including project managers and senior engineers.
• Time Management: Prioritizing tasks and meeting SLA targets in a fast‑paced environment.
• Continuous Learning: Staying current with emerging technologies and best practices in IT support.

Career Growth & Learning Opportunities

While this role is temporary, it offers a unique window into federal technology support and project integration. Successful candidates may be considered for future full‑time positions or other opportunities within brighthush, including:

• Senior Help Desk Analyst
• Technical Project Coordinator
• Systems Deployment Engineer
• IT Service Management Lead

brighthush is committed to investing in your professional development through training programs, mentorship, and access to industry certifications.

Work Environment & Company Culture

At brighthush, we value flexibility, innovation, and a collaborative spirit. Our remote teams are supported by robust communication tools, regular virtual check‑ins, and a culture that encourages knowledge sharing and continuous improvement. We celebrate diversity and foster an inclusive environment where every voice is heard.

Compensation, Perks & Benefits

• Competitive hourly rate of $21.53.
• Potential for overtime and performance‑based bonuses.
• Comprehensive remote work setup stipend (if applicable).
• Access to company‑wide learning resources and certification support.
• Participation in virtual team events, wellness programs, and community outreach initiatives.
• Opportunity to contribute to meaningful federal projects that impact millions of Americans.

How to Apply

Ready to make a difference? Submit your application through our portal and join a team that values expertise, dedication, and a passion for service. We look forward to welcoming you to brighthush and exploring how your skills can help us continue to deliver exceptional support to our federal partners.