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

Welcome to brighthush – Where Technology Meets Mission‑Critical Care

At brighthush, we’re more than a technology partner; we’re a catalyst for change in the federal healthcare landscape. Every day, our remote teams empower millions of Americans to access vital health information, benefits, and services. By blending cutting‑edge IT solutions with a deep commitment to compliance and customer experience, we help government agencies streamline access to essential services while upholding the highest standards of security and privacy.

Why Your Career Deserves a Brighthush Chapter

• Impact at Scale: Your work will directly support federal programs that touch the lives of millions of Americans, ensuring they receive the care and benefits they deserve.
• Fully Remote, Fully Flexible: Work from anywhere in the country with a schedule that respects your personal life and professional growth.
• Continuous Learning & Certification: We invest in your development with paid certifications, internal training modules, and access to industry‑leading learning platforms.
• Diverse & Inclusive Culture: Every voice matters. We celebrate diversity, equity, and inclusion, fostering an environment where collaboration thrives.
• Competitive Compensation & Benefits: Earn a competitive hourly rate, performance bonuses, and a comprehensive benefits package that supports your health, wealth, and well‑being.

Key Responsibilities – Your Role as a Technician I Help Desk Agent

As the first line of support for our federal client, you’ll blend technical expertise with a customer‑centric mindset. Your day‑to‑day responsibilities will include:

• Resetting user IDs, passwords, and unlocking accounts while troubleshooting multi‑factor authentication (MFA) challenges.
• Managing profile updates, approving or rejecting role requests, and ensuring accurate user access across systems.
• Responding to inquiries about reports, files, data exchange, and supporting documentation.
• Providing remote desktop support to users in remote offices or home environments, ensuring minimal downtime.
• Installing, configuring, and maintaining desktops, laptops, printers, scanners, and peripheral devices.
• Deploying and managing operating systems, imaging software, and workstation images to keep environments up‑to‑date.
• Diagnosing and resolving user concerns, escalating complex issues to senior technicians or project managers when necessary.
• Maintaining detailed, accurate ticket documentation in the ticketing system and contributing to knowledge‑base articles.
• 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 actionable solutions.
• Participating in cross‑functional training, temporary assignments, or support for other programs within the broader BOSC portfolio.

Essential Qualifications – What We Expect From You

• High school diploma or equivalent with a minimum of 1 year of relevant experience in technical support or customer service.
• Strong verbal and written communication skills, coupled with a genuine 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 in a fast‑paced environment.
• 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 – Bonus Points That Set You Apart

• 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 – Your Path at brighthush

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 – Remote, Yet Connected

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 – A Comprehensive Package

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 – Join the brighthush Mission

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!