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

About brighthush and the Federal Healthcare Landscape

brighthush is a leading partner in the federal services sector, dedicated to delivering mission‑critical solutions that empower the Centers for Medicare & Medicaid Services (CMS) and other government agencies. Our work ensures that millions of Americans can access vital healthcare information, benefits, and services with confidence and ease. As a trusted collaborator, brighthush combines deep industry expertise with a passion for innovation, compliance, and customer‑centric excellence.

In a world where technology is the backbone of public service, our Help Desk team plays a pivotal role. We provide frontline support to CMS clients, ensuring seamless access to data, secure authentication, and reliable system performance. If you thrive in a fast‑paced, high‑impact environment and want to make a tangible difference in people’s lives, brighthush offers the platform to do just that.

Position Overview

We are seeking a skilled Help Desk Customer Service Representative to join our remote team. This role focuses on supporting the CMS Business Operations Support Center (BOSC) program, while also providing flexible assistance across other projects as business needs evolve. You will be the first line of defense for users encountering technical challenges, and you will play a key role in maintaining the integrity and security of our federal clients’ systems.

Key Responsibilities

• Reset user IDs and passwords, unlock accounts, and resolve multi‑factor authentication (MFA) issues.
• Manage profile updates, including approval and rejection of role requests.
• Address inquiries related to reports, files, data exchange, and supporting documentation.
• Provide desktop and operational support to assigned sites and remote offices.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals.
• Deploy and troubleshoot a variety of PC operating systems and remote access devices.
• Diagnose, resolve, and document user concerns using remote desktop software.
• Maintain accurate ticketing records, knowledge base entries, and troubleshooting manuals.
• Assist in troubleshooting advanced technical issues within network and telecommunications environments.
• Serve as a technical liaison to project managers and support project integration and transition efforts.
• Perform software and workstation image management, including image deployment tasks.
• Identify areas for improvement in the technical support environment and collaborate with management on solutions.
• Work independently and collaboratively within a team framework, handling calls, email, chat, and ticketing queues.

Essential Duties and Responsibilities

• Provide remote support for users in remote or home office settings.
• Ensure tickets are accurately documented and resolved in a timely manner.
• Collaborate with team members on assigned projects and maintain a high level of customer service.
• Adapt to shifting priorities and business needs with flexibility and resilience.

Qualifications

Minimum Requirements

• High school diploma or equivalent.
• 1+ year of experience in a technical support or help desk role.
• Strong verbal and written communication skills.
• Excellent analytical and problem‑solving abilities.
• Detail‑oriented, organized, and customer‑service‑oriented.
• Ability to work independently and as part of a team.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST (typical hours 11:00 AM‑7:30 PM EST).
• Successful completion of the CMS client vetting process is required.

Preferred Skills and Experience

• Additional training or education in a related technical field.
• Experience monitoring logs, scheduled events, and reporting on anomalies.
• Proficiency with call center telephony equipment.
• Background in customer support or call center environments.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Government experience, especially with CMS or federal agencies.

What You’ll Bring to the Team

Our ideal candidate is a proactive problem‑solver who thrives in a dynamic environment. You will:

• Communicate complex technical information clearly to non‑technical users.
• Maintain a calm, professional demeanor under pressure.
• Follow established processes and procedures to ensure consistent, repeatable customer experiences.
• Show adaptability and flexibility when priorities shift.
• Take ownership of tickets from initiation to resolution, ensuring high customer satisfaction.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Help Desk Representative, you will have access to:

• Structured onboarding and continuous training programs.
• Mentorship from senior technicians and project managers.
• Opportunities to transition into more advanced roles such as Technical Support Specialist, Project Coordinator, or System Administrator.
• Cross‑functional exposure to various federal programs and technology initiatives.
• Professional development courses in cybersecurity, cloud services, and compliance.

Work Environment & Culture

brighthush fosters a culture of collaboration, innovation, and integrity. Our remote team enjoys:

• Flexible work hours and a fully remote setup.
• A supportive, inclusive environment that values diversity and equal opportunity.
• Regular virtual team building events and knowledge‑sharing sessions.
• A focus on work‑life balance, with clear boundaries and expectations.

Compensation & Benefits

While the base hourly rate for this role starts at $21.53, we offer a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• Retirement savings plan with employer match.
• Paid time off, holidays, and sick leave.
• Professional development stipend.
• Employee assistance program and wellness resources.
• Access to a robust knowledge base and continuous learning tools.

Why Join brighthush?

By joining brighthush, you become part of a mission‑driven organization that empowers millions of Americans to access essential healthcare services. You’ll work with cutting‑edge technology, collaborate with talented professionals, and contribute to projects that have a real, measurable impact on public health and well‑being.

We value your expertise, your curiosity, and your commitment to excellence. If you’re ready to take the next step in your career and help shape the future of federal technology support, we encourage you to apply today.

Apply Now

Ready to make a difference? Submit your application through our career portal and join the brighthush team. We look forward to exploring how your skills and passion align with our mission.