Experienced Help Desk Customer Service Representative – Remote & On‑Site Technical Support Specialist

About brighthush and the Opportunity

brighthush is a leading technology services provider that empowers businesses across the United States to deliver seamless digital experiences. With a focus on innovation, reliability, and customer satisfaction, brighthush partners with government agencies, Fortune 500 companies, and emerging startups to build and maintain secure, high‑performance IT environments. Our mission is to transform complex technology challenges into simple, user‑friendly solutions that drive business growth.

We are currently seeking a dedicated Help Desk Customer Service Representative to join our dynamic support team. In this role, you will be the first line of defense for end‑users, ensuring that their desktop, laptop, and peripheral devices operate flawlessly. Whether you’re troubleshooting a printer jam in a remote office or resolving a network connectivity issue for a home‑based employee, your expertise will keep our clients productive and satisfied.

Key Responsibilities

As a Help Desk Customer Service Representative at brighthush, you will:

• Provide Technical Support: Assist Technician II and senior support staff in delivering desktop and operational assistance across multiple sites, including remote and home office environments.
• Hardware Installation & Maintenance: Install, configure, and support desktops, laptops, printers, scanners, and other PC peripherals, as well as remote access devices.
• Software Management: Deploy and support a variety of operating systems (Windows, macOS, Linux) and application suites, ensuring compatibility and security.
• Issue Diagnosis & Resolution: Analyze user-reported problems, perform root‑cause analysis, and implement effective solutions, documenting each step in our ticketing system.
• Remote Assistance: Utilize remote desktop tools to resolve issues for users located at remote offices or working from home, minimizing downtime.
• Knowledge Base Contribution: Create and update troubleshooting guides, knowledge base articles, and online documentation to empower users and reduce repeat tickets.
• Advanced Troubleshooting: Collaborate with network and telecommunications teams to diagnose workstation‑level issues that intersect with broader network problems.
• Project Liaison: Act as a technical liaison to project managers, providing support during technology rollouts and ensuring smooth transitions to production environments.
• Image Management: Maintain software and workstation images, using deployment tools to create, update, and apply images across the organization.
• Continuous Improvement: Identify areas for process improvement, recommend enhancements, and collaborate with management to implement best practices.
• Team Collaboration: Work within a structured team framework, contributing to shared goals and supporting colleagues on multi‑channel communication platforms (calls, email, chat, ticketing queues).
• Additional Duties: Perform other tasks as assigned by management to support overall team objectives.

Essential Qualifications

• High School diploma or equivalent; additional technical training or certifications (e.g., CompTIA A+, Microsoft Certified Professional) is a plus.
• Minimum of 1 year of experience in a technical support or help desk environment.
• Strong verbal and written communication skills, with a customer‑centric mindset.
• Proven analytical and problem‑solving abilities, capable of troubleshooting complex hardware and software issues.
• Detail‑oriented, organized, and able to manage multiple tickets simultaneously while maintaining high quality.
• Ability to work independently and collaboratively within a team setting.
• Adaptability to changing priorities, ambiguity, and evolving technology landscapes.
• Proficiency with remote desktop tools, ticketing systems (e.g., ServiceNow, Jira), and knowledge base platforms.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project) and basic scripting or command‑line usage is advantageous.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST, with typical hours from 11:00 AM‑7:30 PM EST.
• Successful completion of the CMS client vetting process, a requirement for employment.

Preferred Skills & Experience

• Experience with call center telephony equipment and customer support workflows.
• Knowledge of log monitoring, scheduled event analysis, and anomaly reporting.
• Background in government or regulated environments, with familiarity of compliance standards.
• Experience in project integration and technology transition support.
• Additional certifications such as CompTIA Network+, Microsoft Certified Solutions Associate (MCSA), or Cisco Certified Network Associate (CCNA).

What You’ll Gain at brighthush

Career Growth & Development

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Help Desk Representative, you will have access to:

• Structured training programs covering hardware, software, networking, and security fundamentals.
• Mentorship from senior technicians and project managers, fostering skill development and leadership growth.
• Opportunities to specialize in emerging technologies such as cloud services, cybersecurity, or enterprise mobility.
• Internal promotion pathways to roles such as Senior Support Analyst, Technical Project Coordinator, or IT Service Manager.

Work Environment & Culture

Our team culture is built on collaboration, transparency, and a commitment to excellence. You’ll experience:

• Flexible work arrangements, including remote and hybrid options, to support work‑life balance.
• A supportive, inclusive environment that values diverse perspectives and encourages innovation.
• Regular team meetings, knowledge‑sharing sessions, and cross‑departmental projects to broaden your skill set.
• A culture that celebrates achievements, recognizes contributions, and rewards high performance.

Compensation & Benefits

While the base hourly rate for this position starts at $21.53, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans for employees and eligible dependents.
• Life and disability insurance coverage.
• 401(k) retirement savings plan with company match.
• Paid holidays, vacation, and sick leave.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee wellness programs, including fitness subsidies and mental health resources.
• Performance‑based bonuses and incentive programs aligned with company goals.

Commitment to Diversity & Inclusion

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. We are dedicated to creating an inclusive workplace where every employee can thrive.

Accessibility & Accommodations

We provide reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or mental health need. If you require support at any stage—whether accessing job postings, completing assessments, or participating in interviews—please contact our People Operations team at [email protected].

Ready to Join brighthush?

If you are passionate about delivering exceptional technical support, thrive in a fast‑paced environment, and are eager to grow your career with a forward‑thinking organization, we encourage you to apply today. Bring your expertise, curiosity, and customer‑first mindset to brighthush, and help us shape the future of technology support.