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

About brighthush

brighthush is a leading federal partner dedicated to delivering mission‑critical services that empower millions of Americans to access vital healthcare information and benefits. By partnering with the Centers for Medicare & Medicaid Services (CMS), we help streamline complex processes, ensure compliance, and drive innovation in public health. Our remote‑first culture empowers employees to work from anywhere while staying connected to a collaborative, high‑impact team.

Role Overview

As a Remote Customer Service & Help Desk Technician, you will be the frontline advocate for CMS’s BOSC (Business Operations Support Center) program. Your primary responsibility will be to provide rapid, accurate, and empathetic support to end‑users—ranging from CMS staff to partner agencies—ensuring seamless access to critical systems and data. This role blends technical troubleshooting, customer service excellence, and cross‑functional collaboration to keep mission‑critical operations running smoothly.

Key Responsibilities

• Technical Support: Resolve user issues related to account management, password resets, MFA challenges, and system access across desktops, laptops, printers, scanners, and remote devices.
• Ticket Management: Log, track, and close tickets in the enterprise ticketing system, ensuring accurate documentation and timely resolution.
• Remote Assistance: Use remote desktop tools to troubleshoot and resolve issues for users in remote offices or home environments.
• Profile & Role Management: Approve or reject role requests, update user profiles, and maintain data integrity in the identity management system.
• Reporting & Documentation: Address inquiries about reports, data exchanges, and supporting documentation; update knowledge bases and troubleshooting manuals.
• Project Liaison: Serve as a technical liaison to project managers, assisting with the integration and transition of new technology initiatives into production support.
• Advanced Troubleshooting: Diagnose and resolve complex workstation and network issues, collaborating with senior technicians and network teams when necessary.
• Continuous Improvement: Identify recurring support challenges, propose solutions, and collaborate with management to enhance support processes.
• Flexibility & Adaptability: Respond to shifting priorities, including temporary support for other BOSC programs or work queues, while maintaining high service standards.

Essential Duties & Responsibilities

• Assist Technician II in delivering desktop and operational support to assigned sites and remote offices.
• Install, configure, and maintain hardware and software, including operating systems, imaging tools, and peripheral devices.
• Provide written updates and troubleshooting documentation in the ticketing system and knowledge base.
• Collaborate with team members on assigned projects, ensuring alignment with project timelines and quality standards.
• Maintain accurate, timely, and detailed ticket records, ensuring compliance with CMS and brighthush policies.
• Participate in on‑call rotations and after‑hours support as required by business needs.

Required Qualifications

• High School diploma or equivalent with a minimum of 1 year of experience in a technical support or help desk role.
• Strong verbal and written communication skills, with a customer‑service mindset.
• Proven analytical and problem‑solving abilities, capable of diagnosing and resolving complex technical issues.
• Detail‑oriented, organized, and able to manage multiple tickets simultaneously.
• Ability to work independently and collaboratively within a remote team environment.
• 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 for employment.
• Adaptability to ambiguity and change, with a proactive approach to learning new technologies.

Preferred Qualifications

• Additional training or education in information technology, computer science, or a related field.
• Experience monitoring logs, scheduled events, and reporting on system 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, especially with CMS or similar programs.

Skills & Competencies

• Technical Proficiency: Operating systems (Windows, macOS), imaging software, remote desktop tools, and identity management platforms.
• Customer‑Centric Mindset: Empathy, active listening, and a commitment to delivering exceptional service.
• Process Adherence: Ability to follow established procedures, guidelines, and compliance requirements.
• Collaboration: Strong teamwork skills, with the ability to coordinate across departments and project teams.
• Time Management: Prioritize tasks, meet deadlines, and manage workload in a fast‑paced environment.
• Continuous Learning: Willingness to stay current with emerging technologies and industry best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Technician I, you will have the opportunity to:

• Progress to Technician II and beyond, taking on more complex technical challenges and leadership responsibilities.
• Participate in specialized training programs, including advanced imaging, network troubleshooting, and cybersecurity fundamentals.
• Engage in cross‑functional projects that expose you to different facets of federal IT operations.
• Earn certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals, supported by tuition reimbursement.
• Join mentorship initiatives that pair you with senior technicians and project managers for career guidance.

Work Environment & Company Culture

brighthush champions a remote‑first, inclusive culture that values flexibility, innovation, and collaboration. Our team members enjoy:

• Fully remote work with a flexible schedule that respects work‑life balance.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A supportive environment that encourages open communication and feedback.
• Access to cutting‑edge tools and technologies that empower you to deliver top‑tier support.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

While the base hourly rate for this role is $21.53, brighthush offers a comprehensive benefits package that includes:

• Competitive health, dental, and vision insurance plans.
• Retirement savings plan with employer match.
• Paid time off, holidays, and flexible sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend for home‑office setup and reliable internet connectivity.

How to Apply

If you are passionate about delivering exceptional technical support, thrive in a remote setting, and want to make a tangible impact on public health services, we encourage you to apply today. Submit your resume and cover letter through the link below, and let’s explore how you can contribute to brighthush’s mission.

Apply to this position at brighthush

Closing Statement

Join brighthush and become part of a dedicated team that transforms how millions of Americans access healthcare benefits. Your expertise will directly support CMS’s critical programs, ensuring that users receive timely, reliable assistance. If you’re ready to grow, innovate, and serve a national mission from the comfort of your own home, we can’t wait to hear from you.Apply for this job