Desktop Services Specialist – 24/7 Journey‑Level IT Support & Advanced Technical Troubleshooting at brighthush

About brighthush and the Opportunity

brighthush is a trailblazer in transportation technology, orchestrating the most expansive and dynamic multimodal network across the region. With a storied reputation for innovation, safety, and operational excellence, brighthush manages thousands of miles of roadway, bridges, ferry routes, and active transportation infrastructure. Our mission is simple yet profound: keep people and goods moving efficiently and safely. To achieve this, we rely on cutting‑edge technology that powers every facet of our operations—from real‑time traffic management to predictive maintenance and beyond.

We are currently expanding our Technology Services Division (TSD) and are seeking a highly skilled Desktop Services Specialist to join our Headquarters Region Technology Field Services Workstation Support Team. This journey‑level role is the backbone of our 24‑hour support ecosystem, ensuring that every employee has reliable, secure, and up‑to‑date computing resources to perform their critical work. If you thrive in a fast‑paced, mission‑driven environment and want to make a tangible impact on the safety and efficiency of a transportation network that serves millions, brighthush invites you to apply.

Key Responsibilities

As a Desktop Services Specialist at brighthush, you will be the first line of defense against technical disruptions. Your day‑to‑day tasks will include:

• Diagnose, troubleshoot, and resolve complex technical issues across workstations, mobile devices, peripherals, and specialized software suites, including non‑standard hardware configurations.
• Provide journey‑level technical expertise to both routine and advanced enterprise technology problems, ensuring minimal downtime for our 2,000+ employees.
• Collaborate with business units in person at multiple sites or via remote consultation, translating technical solutions into actionable business outcomes.
• Manage the full lifecycle of support tickets in the BMC Helix Incident Management system, documenting, prioritizing, and resolving incidents in accordance with SLA commitments.
• Administer cloud‑based environments by managing user licensing, shared resources, and security groups within Microsoft Entra ID.
• Diagnose and remediate Group Policy (GPO) conflicts, enterprise application issues, and hardware/software interoperability challenges.
• Execute configuration management tasks using Microsoft Intune and Endpoint Configuration Manager to automate software deployments, enforce device compliance, and streamline OS updates.
• Deploy and maintain enterprise laptops and desktops by configuring standard brighthush images, ensuring firmware, OS builds, and line‑of‑business applications meet agency specifications.
• Install and support critical peripherals such as docking stations, multi‑monitor setups, and networked imaging devices.
• Develop and deliver ongoing technical training for Headquarters Region employees, focusing on maximizing adoption of new features and ensuring proficiency with modern workplace technologies.
• Participate in continuous improvement initiatives by identifying recurring issues, proposing process enhancements, and collaborating with cross‑functional teams to implement solutions.

Essential Qualifications

• Technical Support Experience – Proven track record in client computing hardware, operating systems, firmware updates, application installation, security patching, system‑level support tools, and peripheral management.
• Customer Support & Troubleshooting – Extensive experience in system administration, technical troubleshooting, problem solving, and the ability to formulate solutions using established workflows.
• Microsoft Technologies Expertise – Deep knowledge of Microsoft 365, Windows operating systems, Office Suite, Intune, Active Directory Group Policy, iOS, and standard Adobe products.
• Time & Task Management – Ability to assess requirements, complete assignments within established timelines, and manage priorities across concurrent projects while working independently.
• Growth Mindset & Service Orientation – Demonstrated commitment to learning, growth, and a service‑oriented approach to meeting the needs of others.
• Valid Driver’s License – Required for operating state‑owned vehicles and traveling to various sites.
• Physical Capability – Ability to maneuver and transport equipment up to 50 pounds and use powered and non‑powered tools.

Preferred Qualifications

• Cybersecurity Knowledge – Familiarity with vulnerability management, intrusion detection, application security, network security, incident response, anti‑virus/malware management, and security assessments.
• ITIL Framework Knowledge – Foundational understanding of ITIL standards and best practices.
• Desktop Technology Proficiency – In‑depth knowledge of desktop hardware, software architecture, and operational theory.
• Systems Management Expertise – Experience with imaging, Group Policy, task sequences, and networked computing environments.
• Project Management Insight – Understanding of IT project management principles and practices.
• PowerShell Scripting – Ability to write and maintain scripts using Microsoft PowerShell.

Skills & Competencies for Success

• Strong analytical and problem‑solving skills with a methodical approach to troubleshooting.
• Excellent communication skills, both written and verbal, to explain complex technical concepts to non‑technical stakeholders.
• Proactive mindset with the ability to anticipate issues and implement preventive measures.
• Team player who collaborates effectively across departments and locations.
• Adaptability to changing technologies, priorities, and work environments.
• Commitment to data privacy and security best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Desktop Services Specialist, you will:

• Gain exposure to enterprise‑scale technology operations and infrastructure.
• Develop expertise in Microsoft cloud services, endpoint management, and security best practices.
• Participate in cross‑functional projects that drive innovation and efficiency across the organization.
• Access continuous learning resources, including vendor certifications, internal training programs, and mentorship from senior IT professionals.
• Potential progression to roles such as Senior Desktop Support Engineer, IT Service Manager, or Cloud Infrastructure Lead.
• Opportunity to contribute to strategic initiatives that shape the future of transportation technology.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and forward‑thinking culture. Our values emphasize:

• Innovation – Encouraging creative solutions to complex transportation challenges.
• Integrity – Maintaining the highest standards of professionalism and ethical conduct.
• Teamwork – Supporting one another to achieve shared goals.
• Work‑Life Balance – Offering flexible schedules, telework options, and a supportive environment for personal well‑being.
• Community Engagement – Actively participating in local initiatives that promote safety, sustainability, and community development.

Our workplace is designed to empower you: open office spaces, state‑of‑the‑art labs, and a culture that celebrates curiosity and continuous improvement. You will work alongside passionate professionals who are dedicated to making a difference in the lives of millions of commuters and freight operators.

Compensation, Perks, and Benefits

While specific salary ranges may vary based on experience and qualifications, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with employer matching.
• Paid time off, including holidays, vacation, and sick leave.
• Tuition assistance and professional development funds.
• Employee wellness programs and flexible work arrangements.
• Access to cutting‑edge technology and tools to support your work.

How to Apply

Ready to join brighthush and make a tangible impact on transportation technology? Submit your application online and include the following:

• Resume – Highlighting your relevant experience in reverse chronological order.
• Cover Letter – Explaining why you are the ideal candidate for this role and how your skills align with brighthush’s mission.
• References – Provide contact details for at least three professional references who can attest to your technical expertise and work performance.

Applications will be evaluated based on the detail and relevance of your experience. Please ensure your “Work Experience” section is thorough to help us determine the appropriate salary range.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where all employees feel respected, valued, and empowered to bring unique ideas to the table. All qualified applicants, regardless of race, ethnicity, age, veteran status, sexual orientation, gender identity, or disability, are encouraged to apply.

Join brighthush Today

Embark on a rewarding career where your technical expertise directly supports the safety and efficiency of our transportation network. If you thrive in a dynamic, mission‑driven environment and are passionate about delivering exceptional IT support, we want to hear from you.