Experienced Help Desk Customer Service Representative – Remote Technical Support & CMS Client Services
About brighthush
brighthush is a leading federal partner dedicated to delivering mission‑critical services that empower millions of Americans to access vital healthcare information and benefits. With a proven track record of compliance, innovation, and customer‑centric excellence, brighthush partners with the Centers for Medicare & Medicaid Services (CMS) to streamline access to healthcare data, support program integrity, and enhance the overall experience for beneficiaries across the nation.
Our remote‑first culture means you can work from anywhere while remaining an integral part of a high‑performing, collaborative team. At brighthush, we celebrate diversity, champion continuous learning, and invest in the professional growth of every team member. Whether you’re a seasoned help desk technician or a recent graduate eager to launch your career, brighthush offers a dynamic environment where your contributions directly impact the lives of millions.
Position Overview
We are seeking a highly motivated Technician 1 – Help Desk Agent to provide exceptional remote support to our CMS BOSC client. This role is fully remote, with a flexible schedule that typically runs from 11:00 AM to 7:30 PM EST. You will be the first line of defense for users experiencing technical challenges, ensuring smooth access to critical systems and data.
As a key member of the brighthush support team, you will:
- Respond to user inquiries via phone, email, chat, and ticketing systems.
- Diagnose and resolve desktop, laptop, peripheral, and network issues.
- Manage user accounts, passwords, and MFA configurations.
- Maintain accurate documentation in our knowledge base and ticketing system.
- Collaborate with project managers and senior technicians on system upgrades and deployments.
- Participate in continuous improvement initiatives to enhance support processes.
Key Responsibilities
- Remote User Support: Provide timely, courteous assistance to users located in remote offices or working from home, using remote desktop tools and troubleshooting guides.
- Account Management: Reset user IDs, unlock accounts, and manage MFA issues to ensure secure and seamless access.
- Hardware & Software Maintenance: Install, configure, and troubleshoot desktops, laptops, printers, scanners, and other peripherals, as well as operating systems and application software.
- Ticketing & Documentation: Log all incidents accurately, update status, and close tickets following established procedures. Contribute to the knowledge base with detailed troubleshooting steps.
- Advanced Troubleshooting: Identify and resolve complex technical problems related to network, telecommunications, and workstation environments.
- Project Support: Serve as a technical liaison to project managers, assisting with the integration and transition of new technologies into the production environment.
- Continuous Improvement: Identify recurring issues, recommend process enhancements, and participate in root‑cause analysis sessions.
- Team Collaboration: Work closely with teammates, share best practices, and support each other during peak periods or special projects.
Essential Qualifications
- High school diploma or equivalent with a minimum of 1 year of relevant experience.
- Strong verbal and written communication skills, with a customer‑service mindset.
- Proficiency in troubleshooting Windows and macOS operating systems.
- Experience with remote desktop tools (e.g., TeamViewer, Remote Desktop Connection).
- Basic understanding of network fundamentals (TCP/IP, DNS, VPN).
- Ability to follow documented processes and procedures to ensure consistent service delivery.
- Highly detail‑oriented, organized, and capable of managing multiple tickets simultaneously.
- Self‑motivated and able to work independently while contributing to a team environment.
- Successful completion of the CMS client vetting process is required for employment.
- Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST, with typical hours from 11:00 AM‑7:30 PM EST.
Preferred Qualifications
- Additional training or education in information technology, computer science, or a related field.
- Experience monitoring logs, scheduled events, and reporting on anomalies.
- Familiarity with call center telephony equipment and ticketing systems.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
- Previous government or federal agency experience, especially with CMS or similar programs.
- Knowledge of multi‑factor authentication (MFA) and identity management solutions.
- Experience with image deployment software and workstation image management.
Skills & Competencies
- Technical Aptitude: Quick learning curve for new technologies and tools.
- Problem‑Solving: Analytical mindset to diagnose root causes and implement effective solutions.
- Customer Focus: Empathy and patience when assisting users with varying technical proficiency.
- Communication: Clear, concise written and verbal communication for both technical and non‑technical audiences.
- Time Management: Prioritize tasks, meet SLA targets, and manage workload efficiently.
- Adaptability: Thrive in a fast‑changing environment, handling shifting priorities and new projects.
- Collaboration: Work effectively with cross‑functional teams, including project managers, senior technicians, and business analysts.
Career Growth & Learning
At brighthush, we believe in nurturing talent and providing clear career pathways. As a Technician 1, you will have the opportunity to:
- Advance to Technician 2 or Senior Technician roles with additional responsibilities and higher impact.
- Participate in specialized training programs covering advanced networking, cybersecurity, and cloud technologies.
- Earn industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Azure Fundamentals.
- Take on project management or process improvement initiatives, enhancing your skill set beyond technical support.
- Mentor new hires, sharing your knowledge and experience while developing leadership capabilities.
Work Environment & Culture
brighthush fosters a culture of inclusion, innovation, and accountability. Our remote‑first model offers flexibility, while our collaborative teams ensure you never feel isolated. Highlights include:
- Regular virtual team huddles and knowledge‑sharing sessions.
- Access to a comprehensive digital library of training resources.
- Recognition programs that celebrate outstanding performance and teamwork.
- Open communication channels with leadership, ensuring your voice is heard.
- Commitment to work‑life balance, with flexible scheduling and generous paid time off.
Compensation & Benefits
While the base hourly rate for this role is $21.53, brighthush offers a competitive benefits package designed to support your well‑being and professional growth:
- Health, dental, and vision insurance plans.
- Retirement savings plan with employer matching.
- Paid time off, holidays, and sick leave.
- Professional development stipend for certifications and courses.
- Employee wellness programs, including virtual fitness classes and mental health resources.
- Technology stipend to equip you with the tools needed for remote work.
How to Apply
Ready to make a difference in the lives of millions while advancing your career? Submit your application today and join the brighthush team. We look forward to welcoming a dedicated, customer‑centric professional who thrives in a remote, fast‑paced environment.