Experienced Technical Support Specialist – Desktop & Remote Help Desk Operations at brighthush

About brighthush and the Opportunity

At brighthush, we’re redefining the way technology empowers people. Our mission is to deliver seamless, reliable, and innovative digital experiences that help individuals and organizations thrive in an ever‑evolving landscape. As a leading provider of technology solutions, we pride ourselves on a culture that values curiosity, collaboration, and continuous learning. If you’re passionate about solving real‑world problems, enjoy working with cutting‑edge tools, and want to be part of a team that makes a tangible impact, brighthush is the place for you.

Why This Role Matters

The Technical Support Specialist – Desktop & Remote Help Desk is the frontline of our service delivery. You’ll be the trusted advisor for users across multiple sites, ensuring that every device, application, and network connection operates flawlessly. Your expertise will directly influence user satisfaction, productivity, and the overall success of our technology initiatives.

Key Responsibilities

• Desktop & Peripheral Support: Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other PC peripherals for on‑site and remote users.
• Operating System Management: Deploy and support a variety of Windows, macOS, and Linux operating systems, ensuring optimal performance and security.
• Remote Assistance: Use remote desktop tools (e.g., TeamViewer, Remote Desktop Services) to resolve issues for users in remote offices or working from home.
• Ticketing & Documentation: Log all incidents in our ticketing system, update knowledge bases, and create detailed troubleshooting guides to aid future support.
• Advanced Troubleshooting: Diagnose complex workstation and network issues, collaborating with network engineers and telecommunications specialists when necessary.
• Project Liaison: Serve as the technical bridge between project managers and support teams during technology rollouts, ensuring smooth transitions to production environments.
• Image Management: Maintain and deploy workstation images using imaging software (e.g., SCCM, Clonezilla) to standardize configurations and expedite onboarding.
• Continuous Improvement: Identify recurring pain points, propose solutions, and work with management to refine support processes.
• Team Collaboration: Participate in daily stand‑ups, share knowledge, and assist teammates on high‑priority tickets.
• Additional Duties: Perform any other tasks assigned by management that support the overall success of the help desk.

Essential Qualifications

• High School diploma or equivalent; associate or bachelor’s degree in Information Technology or related field is a plus.
• Minimum 1 year of hands‑on desktop support experience, preferably in a multi‑site environment.
• Strong verbal and written communication skills, with a customer‑centric mindset.
• Proficiency in troubleshooting hardware, operating systems, and peripheral devices.
• Experience with remote support tools and ticketing systems (e.g., ServiceNow, Zendesk).
• Ability to follow documented processes, procedures, and guidelines to deliver consistent support.
• Detail‑oriented, organized, and capable of managing multiple priorities simultaneously.
• Self‑motivated and able to work independently while collaborating effectively within a team.
• Adaptability to changing environments, ambiguity, and evolving technology landscapes.
• Successful completion of the CMS client vetting process is required.

Preferred Skills & Experience

• Additional training or certifications in IT support (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator).
• 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 regulated industry experience is highly valued.

What You’ll Gain

• Career Growth: Opportunities to advance into senior support roles, team lead positions, or specialized technical tracks such as network engineering or cybersecurity.
• Learning & Development: Access to internal training programs, vendor certifications, and mentorship from seasoned professionals.
• Dynamic Work Environment: A collaborative culture that encourages innovation, knowledge sharing, and continuous improvement.
• Work-Life Balance: Flexible scheduling options and a supportive remote‑work framework.
• Competitive Compensation: A comprehensive package that includes base salary, performance bonuses, and a range of benefits.

Compensation & Benefits

While the base salary for this role starts at $21.53 per hour, the total compensation package at brighthush is designed to reward performance, experience, and dedication. In addition to competitive pay, we offer:

• Health, dental, and vision insurance plans.
• Life and disability coverage.
• Retirement savings plan with company match.
• Paid holidays, vacation, and sick leave.
• Employee assistance programs and wellness initiatives.
• Opportunities for short‑term and long‑term incentive awards.

Our Culture at brighthush

We believe that a thriving workplace is built on trust, respect, and shared purpose. At brighthush, you’ll find:

• A diverse and inclusive environment where every voice is heard.
• Transparent communication from leadership to frontline staff.
• Regular team‑building events, hackathons, and innovation challenges.
• Commitment to sustainability and corporate social responsibility.

How to Apply

If you’re ready to bring your technical expertise, customer‑service passion, and problem‑solving skills to brighthush, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how you can contribute to our mission of delivering exceptional technology experiences.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.