Remote Customer Service Representative – Tier 1 Help Desk Technician – Supporting Federal Healthcare Services for brighthush

About brighthush and the Mission‑Critical World of Federal Healthcare Support

At brighthush, we are proud to partner with the nation’s most vital public health agencies to deliver secure, compliant, and user‑friendly technology solutions. Our work empowers millions of Americans to access essential healthcare information and benefits, ensuring that every citizen receives the care they deserve. As a trusted federal partner, brighthush is committed to upholding the highest standards of service, integrity, and innovation.

We’re looking for a motivated, detail‑oriented, and customer‑centric individual to join our remote Help Desk team as a Tier 1 Technician. In this role, you will be the first line of support for users across the country, helping them navigate complex systems, resolve technical issues, and maintain seamless access to critical healthcare services.

Key Responsibilities – Your Day‑to‑Day Impact

• Provide Remote Desktop Support: Use remote desktop tools to troubleshoot and resolve issues for users in remote offices or working from home.
• Account Management: Reset user IDs, unlock accounts, and address multi‑factor authentication (MFA) challenges to keep users securely connected.
• Profile & Role Administration: Manage profile updates, approve or reject role requests, and ensure user permissions align with policy.
• Data & Report Assistance: Respond to inquiries about reports, files, data exchanges, and supporting documentation.
• Hardware & Software Support: Install, configure, and maintain desktops, laptops, printers, scanners, and other peripherals.
• Operating System Management: Install and support a variety of PC operating systems, ensuring they remain up‑to‑date and secure.
• Ticketing & Knowledge Base Management: Log issues, provide detailed written updates, and contribute to troubleshooting manuals and online documentation.
• Advanced Troubleshooting: Assist in diagnosing network and telecommunications issues that affect workstation performance.
• Project Liaison: Serve as a technical liaison to project managers, helping integrate new technology into the production environment.
• Image & Deployment Management: Maintain software and workstation image libraries, using deployment tools to streamline imaging tasks.
• Continuous Improvement: Identify areas for process enhancement, consult with management, and implement solutions that improve the support experience.
• Flexibility & Adaptability: Take on temporary or ongoing support for other programs within the broader brighthush portfolio as business needs evolve.

Essential Duties & Responsibilities – What You’ll Do Every Day

• Assist Technician II in delivering desktop and operational support to assigned sites and remote offices.
• Respond to calls, emails, chat, and ticketing system requests in a timely, professional manner.
• Document all support interactions accurately in the ticketing system and knowledge base.
• Collaborate with team members on assigned projects, ensuring alignment with team goals and deadlines.
• Maintain a high level of customer satisfaction by following up on resolved tickets and gathering feedback.

Minimum Requirements – What You Need to Succeed

• High School diploma or equivalent.
• At least 1 year of experience in a technical support or help desk environment.
• Availability to work Monday‑Friday, 11:00 AM – 7:30 PM EST (flexible within the 7:00 AM – 7:45 PM window).
• Strong verbal and written communication skills, with a focus on customer service.
• Excellent analytical and problem‑solving abilities.
• Ability to follow established processes, procedures, and guidelines to deliver consistent support.
• Highly detail‑oriented, organized, and capable of managing multiple tasks simultaneously.
• Proficiency with remote desktop tools, ticketing systems, and Microsoft Office Suite.
• Successful completion of the brighthush client vetting process (a condition of employment).
• Adaptability to ambiguity, change, and shifting priorities.

Preferred Qualifications – What Will Set You Apart

• 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.
• Knowledge of security best practices, including MFA and role‑based access control.

Skills & Competencies – The Traits That Drive Success

• Customer‑First Mindset: A genuine desire to help users overcome technical challenges.
• Technical Aptitude: Comfortable troubleshooting hardware, software, and network issues.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Process Orientation: Adherence to documented procedures and continuous improvement of support workflows.
• Team Collaboration: Ability to work independently and as part of a cross‑functional team.
• Time Management: Prioritizing tasks to meet service level agreements and deadlines.
• Adaptability: Thriving in a dynamic environment with evolving priorities.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we believe in investing in our people. As a Tier 1 Technician, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on emerging technologies, security protocols, and industry best practices.
• Clear career pathways to advance into Senior Technician, Team Lead, or Project Management roles.
• Opportunities to participate in cross‑functional projects, expanding your skill set beyond help desk support.
• Access to a comprehensive learning portal with certifications, webinars, and knowledge bases.

Work Environment & Company Culture – Why brighthush is a Great Place to Work

Our remote-first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative team. We value:

• Transparency and open communication across all levels.
• Work‑life balance, with flexible scheduling and generous paid time off.
• Diversity, equity, and inclusion, ensuring every voice is heard and respected.
• Recognition of achievements through performance awards and peer‑to‑peer shout‑outs.
• Community engagement initiatives that allow employees to give back to the public health sector.

Compensation & Benefits – What You’ll Receive

While the base salary for this role is $21.53 per hour, we offer a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans.
• Retirement savings plan with employer matching.
• Paid holidays, sick leave, and vacation time.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Flexible work arrangements and a fully remote work environment.

How to Apply – Take the Next Step in Your Career

If you are passionate about delivering exceptional customer service, thrive in a fast‑paced environment, and want to make a tangible impact on the nation’s healthcare system, we encourage you to apply today. Join brighthush and become part of a team that values innovation, integrity, and the well‑being of every citizen.