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

About brighthush

brighthush is a leading federal partner dedicated to delivering mission‑critical services that empower millions to access vital healthcare information and benefits. With a legacy of excellence in compliance, innovation, and customer focus, brighthush partners with government agencies to streamline access to essential services. As a fully remote organization, we empower our teams to work from anywhere while maintaining the highest standards of service and security.

Why Join brighthush?

• Impact at Scale: Your work will directly support federal programs that touch the lives of millions of Americans.
• Remote Flexibility: Enjoy a fully remote role with a flexible schedule that respects work‑life balance.
• Professional Growth: Access continuous learning, certifications, and career advancement opportunities within a dynamic, mission‑driven environment.
• Inclusive Culture: We celebrate diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Competitive Compensation: Earn a competitive hourly rate, performance bonuses, and comprehensive benefits.

Key Responsibilities

As a Technician I – Help Desk Agent, you will be the first line of support for our federal client, providing exceptional service and technical assistance. Your day‑to‑day tasks will include:

• Resetting user IDs and passwords, unlocking accounts, and troubleshooting multi‑factor authentication (MFA) issues.
• Managing profile updates, approving or rejecting role requests, and ensuring accurate user access.
• Addressing inquiries related to reports, files, data exchange, and supporting documentation.
• Providing remote desktop support to users in remote offices or home environments.
• Installing, configuring, and maintaining desktops, laptops, printers, scanners, and peripheral devices.
• Deploying and managing operating systems, imaging software, and workstation images.
• Diagnosing and resolving user concerns, escalating complex issues to senior technicians or project managers.
• Maintaining detailed, accurate ticket documentation in the ticketing system and contributing to knowledge bases.
• Collaborating with project managers to integrate new technologies and transition projects to production support.
• Identifying areas for improvement in the technical support environment and recommending solutions.
• Participating in training, temporary assignments, or support for other programs within the broader BOSC portfolio.

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.
• Excellent analytical and problem‑solving abilities, capable of troubleshooting complex technical issues.
• Detail‑oriented, organized, and able to manage multiple tasks simultaneously.
• Proficiency in using remote desktop tools, ticketing systems, and knowledge‑base platforms.
• Ability to follow established processes, procedures, and guidelines to ensure consistent customer experiences.
• Adaptability to shifting priorities, ambiguity, and change.
• 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 federal client vetting process is required for employment.

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).
• Prior government or federal agency experience.
• Knowledge of compliance standards such as HIPAA, FISMA, or FedRAMP.

Skills & Competencies for Success

• Technical Proficiency: Comfortable with Windows and Mac operating systems, network troubleshooting, and peripheral device management.
• Customer‑Centric Approach: Ability to empathize with users, communicate clearly, and resolve issues efficiently.
• Collaboration: Works well both independently and as part of a distributed team, sharing knowledge and best practices.
• Continuous Learning: Eager to stay current with emerging technologies, security protocols, and industry best practices.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high productivity in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Technician I, you can progress to:

• Technician II – Advanced technical support and project liaison roles.
• Senior Support Specialist – Leading complex projects and mentoring junior staff.
• Technical Project Manager – Overseeing technology deployments and cross‑functional initiatives.
• Compliance & Security Analyst – Ensuring adherence to federal security standards.

We support your growth through:

• Paid certifications (e.g., CompTIA A+, Network+, Security+).
• Access to internal training modules and external learning platforms.
• Mentorship programs and peer‑learning groups.
• Regular performance reviews with clear development plans.

Work Environment & Company Culture

brighthush fosters a culture of trust, collaboration, and innovation. Our remote teams rely on:

• Robust communication tools (Slack, Teams, Zoom) for real‑time collaboration.
• Transparent processes and documentation to keep everyone aligned.
• Regular virtual town halls, team‑building events, and wellness initiatives.
• A commitment to diversity, equity, and inclusion, ensuring every team member feels valued.

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.
• Flexible paid time off and holiday schedule.
• 401(k) plan with company match.
• Professional development stipend.
• Employee assistance program and wellness resources.
• Remote work stipend for home‑office setup.

How to Apply

Ready to make a difference? Submit your application through our career portal and join a team that values impact, innovation, and personal growth. We look forward to welcoming you to brighthush!