Experienced Remote Help Desk Technician & Customer Service Specialist – Supporting CMS BOSC Programs at brighthush

About brighthush

brighthush stands at the forefront of federal technology partnerships, delivering mission‑critical services to the Centers for Medicare & Medicaid Services (CMS). Our team blends deep industry expertise with a steadfast commitment to public service, enabling millions of Americans to access essential healthcare information and benefits. Guided by integrity, compliance, and an unwavering focus on customer experience, we empower our remote workforce to maintain the highest standards of security and performance from anywhere in the world.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, collaborative environment where every voice matters. We invest in continuous learning, offer clear career pathways, and celebrate the impact of our work on real people’s lives. Whether you’re a seasoned IT professional or just starting your career, you’ll find opportunities to grow, innovate, and make a difference. Our fully remote model gives you the flexibility to balance work and life while contributing to a national mission that touches millions of Medicare and Medicaid beneficiaries.

Key Responsibilities

• Deliver first‑line technical support to CMS BOSC users, handling password resets, account unlocks, MFA troubleshooting, and profile updates with empathy and efficiency.
• Diagnose and resolve desktop, laptop, printer, scanner, and peripheral issues for remote and on‑site users, ensuring minimal downtime.
• Install, configure, and maintain operating systems and related software across a diverse hardware portfolio, keeping systems up‑to‑date and secure.
• Utilize remote desktop tools to provide timely, effective support to users in home or remote office settings, following best practices for secure connections.
• Document all incidents in the ticketing system, contributing to knowledge bases and troubleshooting guides that empower users and peers.
• Collaborate with project managers to transition new technology initiatives into production support, bridging the gap between development and end‑users.
• Assist in image deployment, workstation management, and software updates to ensure consistency, security, and compliance across the organization.
• Identify recurring support trends, propose process improvements, and work with management to implement solutions that enhance service quality.
• Participate in cross‑functional teams, training sessions, and temporary assignments across the broader BOSC program as business needs evolve.
• Maintain compliance with CMS security protocols and complete the required client vetting process, safeguarding sensitive data at all times.

Essential Qualifications

• High school diploma or equivalent; 1+ year of related experience in IT support or help desk roles.
• Strong verbal and written communication skills, with a customer‑centric mindset that prioritizes clarity and empathy.
• Analytical thinking and problem‑solving abilities, capable of troubleshooting complex technical issues under pressure.
• Attention to detail, organization, and the ability to manage multiple tickets simultaneously while meeting service level agreements.
• Proficiency with remote support tools, ticketing systems, and Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with MFA, account management, and basic network troubleshooting, including DNS, DHCP, and VPN connectivity.
• Ability to work independently and collaboratively within a virtual team, contributing to a culture of shared knowledge.
• Willingness to complete the CMS client vetting process and adhere to all security policies and procedures.
• Availability to work Monday‑Friday, 11:00 AM – 7:30 PM EST (flexible within the 7:00 AM – 7:45 PM window).

Preferred Qualifications

• Additional training or certification in IT support, networking, or cybersecurity (e.g., CompTIA A+, Network+, Security+).
• Experience monitoring logs, scheduled events, and reporting on anomalies to pre‑emptively address potential issues.
• Familiarity with call center telephony equipment and customer support workflows, enhancing communication efficiency.
• Proficiency in advanced Microsoft Office tools (Excel, PowerPoint, Visio, Project) for reporting and process documentation.
• Previous government or federal contracting experience, understanding of compliance requirements and secure environments.
• Knowledge of CMS or healthcare IT environments, including familiarity with electronic health record (EHR) systems.

Skills & Competencies

• Technical Proficiency: Windows/Linux OS, Active Directory, MFA, remote desktop, imaging tools, and basic networking.
• Customer Service Excellence: Empathy, patience, clear communication, and a proactive approach to user needs.
• Process Orientation: Following SOPs, documenting solutions, and ensuring repeatable outcomes that drive efficiency.
• Adaptability: Thriving in a fast‑moving environment with shifting priorities and evolving technology.
• Team Collaboration: Sharing knowledge, supporting peers, and contributing to continuous improvement initiatives.
• Time Management: Prioritizing tickets, meeting SLAs, and balancing multiple responsibilities without compromising quality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Technician I, you’ll have a clear path to Technician II and beyond, with opportunities to specialize in network support, cybersecurity, or project management. We provide access to industry certifications, internal training programs, and mentorship from seasoned professionals. Your contributions will directly influence the quality of care for millions of Medicare and Medicaid beneficiaries, giving your career purpose and impact. We also encourage cross‑functional exposure, allowing you to gain insights into program management, compliance, and data analytics—skills that are highly transferable across the federal technology landscape.

Work Environment & Culture

• Fully Remote Work Model: Work from anywhere with a reliable internet connection, supported by a robust virtual collaboration platform.
• Inclusive, Collaborative Culture: Diversity, equity, and belonging are core values, reflected in our hiring practices, team interactions, and community outreach.
• Regular Virtual Team Huddles: Daily stand‑ups, knowledge‑sharing sessions, and social events keep the team connected and engaged.
• Work‑Life Balance: Flexible scheduling, paid time off, health benefits, and wellness programs help you recharge and stay productive.
• Transparent Leadership: Open communication from senior leaders, regular town‑halls, and a focus on employee feedback ensure everyone feels heard.

Compensation & Benefits

Competitive hourly rate starting at $21.53, with potential for overtime and performance bonuses. In addition to base pay, brighthush offers a comprehensive benefits package, including health, dental, vision, retirement savings plans, and professional development allowances. All employees receive a robust onboarding program and ongoing support to ensure success in their roles. We also provide access to mental health resources, flexible work arrangements, and a culture that values continuous learning and innovation.

How to Apply

If you’re ready to join a mission‑driven team that values your expertise and empowers you to grow, we encourage you to apply today. Submit your resume and cover letter through our online portal, and let’s explore how you can help brighthush deliver exceptional service to CMS beneficiaries. We look forward to learning how your skills and passion align with our commitment to public service and technological excellence.

Equal Opportunity Statement

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. We celebrate diversity and are committed to creating an inclusive environment for all employees.