Experienced Help Desk Customer Service Representative – Remote Technical Support for Federal Healthcare Services

Introduction: Join brighthush and Make a Difference in Federal Healthcare

brighthush is a leading partner in the federal technology space, delivering mission‑critical services that empower millions of Americans to access vital healthcare information and benefits. As a trusted collaborator of the Centers for Medicare & Medicaid Services (CMS), we provide compliant, high‑quality support that keeps the nation’s healthcare ecosystem running smoothly. If you thrive in a fast‑paced, customer‑centric environment and want to contribute to a purpose‑driven mission, brighthush offers you the chance to grow your career while making a real impact.

Why Work With brighthush?

• Remote Flexibility: Work from anywhere in the United States with a reliable internet connection. Our fully remote model gives you the freedom to balance professional growth with personal life.
• Impactful Mission: Every ticket you resolve helps millions of citizens receive the healthcare services they need. Your work directly supports the public good.
• Career Development: We invest in your growth through continuous learning, certifications, and cross‑functional project exposure.
• Diverse & Inclusive Culture: brighthush champions equity, diversity, and inclusion. We celebrate unique perspectives and foster a collaborative environment where every voice matters.
• Competitive Compensation & Benefits: While the base pay starts at $21.53 per hour, we offer a comprehensive benefits package that includes health, dental, vision, retirement plans, paid time off, and more.

Key Responsibilities

As a Technician 1 – Help Desk Agent, you will be the first line of support for our CMS BOSC client. Your day‑to‑day tasks will include:

• Resetting user IDs and passwords, unlocking accounts, and troubleshooting multi‑factor authentication (MFA) challenges.
• Managing profile updates, approving or rejecting role requests, and ensuring data integrity.
• Responding to inquiries about reports, files, data exchange, and supporting documentation.
• Providing remote desktop support to users in remote or home office settings.
• Installing, configuring, and maintaining desktops, laptops, printers, scanners, and peripheral devices.
• Diagnosing and resolving operating system and application issues across Windows, macOS, and Linux platforms.
• Using ticketing systems to document problem resolution, update knowledge bases, and maintain accurate records.
• Collaborating with project managers to transition new technology initiatives into production support.
• Assisting in software and workstation image management, including deployment via imaging tools.
• Identifying areas for improvement in the technical support environment and recommending solutions.
• Participating in cross‑functional teams and projects as assigned by management.

Essential Duties & Responsibilities

Beyond the core technical tasks, you will:

• Work within a structured team framework, collaborating with teammates on assigned projects.
• Handle a variety of communication channels—calls, email, chat, and ticketing queues—to provide timely assistance.
• Ensure tickets are accurately documented, tracked, and closed within SLA requirements.
• Maintain a high level of customer service, demonstrating empathy, patience, and professionalism.
• Adapt to shifting priorities and new assignments, including temporary support for other programs within the broader BOSC portfolio.

Minimum Qualifications

• High School diploma or equivalent.
• At least 1 year of experience in a technical support or help desk role.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST (typical shift 11:00 AM‑7:30 PM EST).
• Strong verbal and written communication skills.
• Analytical mindset with problem‑solving aptitude.
• Attention to detail, organization, and time‑management skills.
• Ability to work independently and as part of a team.
• Successful completion of the CMS client vetting process (mandatory).
• Adaptability to ambiguity and change.

Preferred Skills & Qualifications

• Additional training or education 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 Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Government or federal experience (preferred).
• Knowledge of remote desktop tools (e.g., TeamViewer, Remote Desktop Services).
• Experience with imaging and deployment tools (e.g., MDT, SCCM).

Skills & Competencies for Success

To thrive at brighthush, you should possess:

• Technical Proficiency: Comfortable troubleshooting hardware, software, and network issues.
• Customer‑Centric Mindset: Deliver exceptional service, turning challenges into positive experiences.
• Communication Excellence: Clear, concise, and professional communication across multiple channels.
• Process Orientation: Adherence to established procedures, ensuring consistency and repeatability.
• Team Collaboration: Ability to work cross‑functionally, sharing knowledge and supporting peers.
• Continuous Learning: Eagerness to acquire new skills and stay current with evolving technologies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Technician 1, you will have the opportunity to:

• Progress to Technician 2 or Senior Technician roles, taking on more complex technical challenges.
• Earn industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Azure Fundamentals.
• Participate in cross‑departmental projects, gaining exposure to project management, cybersecurity, and cloud services.
• Attend internal training sessions, webinars, and workshops focused on emerging technologies and best practices.
• Mentor new hires, sharing your expertise and contributing to a culture of knowledge sharing.

Work Environment & Company Culture

brighthush fosters a supportive, inclusive, and collaborative culture. Our remote teams rely on:

• Regular virtual stand‑ups and team meetings to maintain alignment.
• Transparent communication channels, ensuring everyone stays informed.
• Recognition programs that celebrate achievements and milestones.
• Flexibility to accommodate diverse work styles and life commitments.
• A focus on work‑life balance, with generous paid time off and wellness initiatives.

Compensation & Benefits

While the base hourly rate for this role is $21.53, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, holidays).
• Professional development stipend for certifications and training.
• Employee assistance program and mental health resources.
• Flexible work arrangements and remote work support.

How to Apply

Ready to join a team that values your expertise and empowers you to make a difference? Submit your application today and become part of brighthush’s mission to support the nation’s healthcare system.

Equal Opportunity Employer

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.