Customer Service Representative – Remote Help Desk Specialist (Temporary, CMS Provider Support)

About brighthush and the Healthcare Technology Landscape

brighthush stands at the forefront of federal technology partnerships, delivering mission‑critical solutions that empower the Centers for Medicare & Medicaid Services (CMS) to connect millions of Americans with essential health benefits. Our commitment to compliance, innovation, and customer success drives every project we undertake. As a trusted partner, brighthush is dedicated to ensuring that healthcare providers can navigate complex systems with confidence, reliability, and ease.

Position Overview

We are seeking a highly motivated Remote Help Desk Customer Service Representative to join our temporary team supporting CMS providers. This role is essential to maintaining seamless access to the Identify Management web self‑registration and profile management processes. You will be the first line of support for providers encountering technical challenges, ensuring that their experience is smooth, efficient, and professional.

Why This Role Matters

• Directly impact the ability of healthcare providers to serve patients across the nation.
• Work within a federal partnership that upholds the highest standards of security and compliance.
• Gain exposure to cutting‑edge healthcare technology and industry best practices.
• Contribute to a culture that values collaboration, continuous improvement, and customer focus.

Key Responsibilities

• Assist Technician II in delivering desktop and operational support to assigned sites and remote offices.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices.
• Deploy and support a variety of PC operating systems, ensuring optimal performance and security.
• Diagnose and resolve user issues, providing clear, step‑by‑step guidance via remote desktop tools.
• Document all incidents and resolutions in the ticketing system, knowledge base, and online documentation repositories.
• Collaborate with project managers to integrate new technology initiatives into the production support environment.
• Maintain software and workstation image management, utilizing image deployment tools for efficient imaging tasks.
• Identify and recommend improvements to the technical support environment, working closely with management.
• Participate in team meetings, knowledge sharing sessions, and continuous improvement projects.
• Perform additional duties as assigned by management to support overall team objectives.

Essential Duties and Technical Support Focus

• Diagnose, resolve, and follow up on user concerns related to hardware, software, and network connectivity.
• Provide remote support for users in remote offices or home environments, ensuring minimal downtime.
• Maintain accurate, timely documentation of all support tickets, troubleshooting steps, and resolution outcomes.
• Assist in troubleshooting advanced technical issues within network and telecommunications environments.
• Support project managers in transitioning new technology projects to the production support environment.
• Manage software and workstation image deployment, ensuring consistency across all devices.
• Identify areas for improvement in the support environment and collaborate with management on solutions.
• Ensure tickets are resolved within SLA guidelines and maintain high customer satisfaction scores.
• Work collaboratively with team members on assigned projects, leveraging collective expertise.
• Handle a variety of communication channels, including calls, email, chat, and ticketing queues.

Minimum Requirements

• High School diploma or equivalent.
• 0–2 years of experience in a technical support or help desk role.
• Strong verbal and written communication skills.
• Analytical mindset with problem‑solving aptitude.
• Detail‑oriented, organized, and customer‑service oriented.
• Ability to work independently and as part of a team.
• Availability to work Monday–Friday, 10:30 AM–7:00 PM EST.
• Successful completion of the CMS client vetting process (mandatory).
• Adaptability to changing priorities and ambiguous situations.

Preferred Qualifications and Competencies

• Experience with remote desktop software (e.g., TeamViewer, Remote Desktop Manager).
• Familiarity with Windows and macOS operating systems, including installation and troubleshooting.
• Knowledge of network fundamentals, TCP/IP, VPNs, and basic firewall concepts.
• Experience with image deployment tools (e.g., MDT, SCCM, Clonezilla).
• Understanding of healthcare IT regulations, including HIPAA and CMS compliance.
• Prior experience in a federal or government contracting environment.
• Strong customer‑service orientation with a track record of high satisfaction scores.
• Proficiency in using ticketing systems (e.g., ServiceNow, Jira Service Desk).
• Excellent time‑management skills and the ability to prioritize multiple tasks.

Career Growth and Learning Opportunities

Although this is a temporary, time‑limited position, brighthush offers a wealth of learning and development resources that can accelerate your career trajectory:

• Access to online training modules covering Windows administration, network troubleshooting, and healthcare IT compliance.
• Mentorship from seasoned technicians and project managers.
• Opportunities to shadow cross‑functional teams and gain exposure to project management and system architecture.
• Potential for future full‑time roles within brighthush or related federal partnerships.

Work Environment and Company Culture

At brighthush, we champion a culture of inclusivity, innovation, and continuous improvement. Our remote work model empowers employees to balance professional responsibilities with personal commitments. Key cultural highlights include:

• Collaborative virtual teams that value open communication and knowledge sharing.
• Regular virtual town halls and feedback sessions to keep everyone aligned.
• Commitment to diversity, equity, and inclusion across all levels of the organization.
• Recognition programs that celebrate outstanding customer service and technical excellence.
• Flexible scheduling within the defined work window to accommodate different time zones.

Compensation, Perks, and Benefits

For this temporary role, the hourly rate is $21.53. In addition to competitive pay, you will enjoy:

• Fully remote work with no commuting costs.
• Access to a comprehensive benefits portal with health, dental, and vision plans (for eligible full‑time employees).
• Paid time off and holiday schedule aligned with federal observances.
• Professional development budget for certifications and training.
• Employee assistance programs and wellness resources.
• Opportunity to work with cutting‑edge technology in a high‑impact environment.

How to Apply

Ready to make a difference in the lives of millions of Americans? Submit your application today and join brighthush in delivering world‑class support to CMS providers.

Apply to this position now

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.