Customer Service Representative – Help Desk Technician (Remote) – Supporting CMS BOSC Programs at brighthush

About brighthush

brighthush is a leading federal partner dedicated to delivering mission‑critical services for the Centers for Medicare & Medicaid Services (CMS). By combining deep industry expertise with a passion for public service, we help millions of Americans access vital healthcare information and benefits. Our work is guided by integrity, compliance, and a relentless focus on customer experience. As a fully remote organization, we empower our teams to work from anywhere while maintaining the highest standards of security and performance.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, collaborative environment where every voice matters. We invest in continuous learning, offer clear career pathways, and celebrate the impact of our work on real people’s lives. Whether you’re a seasoned IT professional or just starting your career, you’ll find opportunities to grow, innovate, and make a difference.

Key Responsibilities

• Provide first‑line technical support to CMS BOSC users, handling password resets, account unlocks, MFA troubleshooting, and profile updates.
• Diagnose and resolve desktop, laptop, printer, scanner, and peripheral issues for remote and on‑site users.
• Install, configure, and maintain operating systems and related software across a diverse hardware portfolio.
• Use remote desktop tools to deliver timely, effective support to users in home or remote office settings.
• Document all incidents in the ticketing system, contributing to knowledge bases and troubleshooting guides.
• Collaborate with project managers to transition new technology initiatives into production support.
• Assist in image deployment, workstation management, and software updates to ensure consistency and security.
• Identify recurring support trends, propose process improvements, and work with management to implement solutions.
• Participate in cross‑functional teams, training sessions, and temporary assignments across the broader BOSC program as business needs evolve.
• Maintain compliance with CMS security protocols and complete the required client vetting process.

Essential Qualifications

• High school diploma or equivalent; 1+ year of related experience.
• Strong verbal and written communication skills, with a customer‑centric mindset.
• Analytical thinking and problem‑solving abilities, capable of troubleshooting complex technical issues.
• Attention to detail, organization, and the ability to manage multiple tickets simultaneously.
• Proficiency with remote support tools, ticketing systems, and Microsoft Office Suite.
• Experience with MFA, account management, and basic network troubleshooting.
• Ability to work independently and collaboratively within a virtual team.
• Willingness to complete the CMS client vetting process and adhere to all security policies.
• Availability to work Monday‑Friday, 11:00 AM – 7:30 PM EST (flexible within the 7:00 AM – 7:45 PM window).

Preferred Qualifications

• Additional training or certification in IT support, networking, or cybersecurity.
• Experience monitoring logs, scheduled events, and reporting on anomalies.
• Familiarity with call center telephony equipment and customer support workflows.
• Proficiency in advanced Microsoft Office tools (Excel, PowerPoint, Visio, Project).
• Previous government or federal contracting experience.
• Knowledge of CMS or healthcare IT environments.

Skills & Competencies

• Technical proficiency: Windows/Linux OS, Active Directory, MFA, remote desktop, imaging tools.
• Customer service excellence: empathy, patience, clear communication.
• Process orientation: following SOPs, documenting solutions, and ensuring repeatable outcomes.
• Adaptability: thriving in a fast‑moving environment with shifting priorities.
• Team collaboration: sharing knowledge, supporting peers, and contributing to continuous improvement.
• Time management: prioritizing tickets, meeting SLAs, and balancing multiple responsibilities.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Technician I, you’ll have a clear path to Technician II and beyond, with opportunities to specialize in network support, cybersecurity, or project management. We provide access to industry certifications, internal training programs, and mentorship from seasoned professionals. Your contributions will directly influence the quality of care for millions of Medicare and Medicaid beneficiaries, giving your career purpose and impact.

Work Environment & Culture

• Fully remote work model with flexible scheduling.
• Inclusive, collaborative culture that values diversity, equity, and belonging.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• Commitment to work‑life balance, with paid time off, health benefits, and wellness programs.
• Transparent communication from leadership and a focus on employee feedback.

Compensation & Benefits

Competitive hourly rate starting at $21.53, with potential for overtime and performance bonuses. In addition to base pay, brighthush offers a comprehensive benefits package, including health, dental, vision, retirement savings plans, and professional development allowances. All employees receive a robust onboarding program and ongoing support to ensure success in their roles.

How to Apply

If you’re ready to join a mission‑driven team that values your expertise and empowers you to grow, we encourage you to apply today. Submit your resume and cover letter through our online portal, and let’s explore how you can help brighthush deliver exceptional service to CMS beneficiaries.

Equal Opportunity Statement

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