Remote Help Desk Customer Service Technician – Veterans Benefits Management System Support Specialist at brighthush
About brighthush
brighthush is a leading cybersecurity, IT, and management consulting firm that empowers federal agencies to deliver secure, efficient, and innovative services. Founded in 2012, brighthush has grown to a vibrant team of 201‑500 professionals headquartered in Washington, D.C., and operates across the United States. Our mission is to protect and streamline the digital infrastructure of our government partners, ensuring that critical services—especially those that directly impact veterans—are reliable, secure, and user‑friendly.
We pride ourselves on a culture of continuous learning, collaboration, and integrity. Our clients rely on us for process improvement, logistics, supply chain operations, and cutting‑edge cybersecurity solutions. As a remote‑first organization, we empower our employees to work from anywhere in the U.S., while fostering a sense of community through virtual events, mentorship programs, and cross‑functional projects.
Position Overview
brighthush is seeking a highly skilled Help Desk Customer Service Technician to support the Veterans Benefits Management System (VBMS) at the Department of Veterans Affairs. This remote role will serve as the first line of technical support for VBMS users, ranging from entry‑level employees to senior supervisors, and will collaborate closely with the Enterprise Service Desk to resolve escalated tickets. If you thrive in a fast‑paced environment, enjoy troubleshooting complex web‑based applications, and are passionate about helping veterans receive the benefits they deserve, we want to hear from you.
Key Responsibilities
- Act as the primary point of contact for VBMS users, providing timely, accurate, and courteous technical assistance via phone, email, and ServiceNow ticketing system.
- Diagnose and resolve a wide range of technical issues, including login problems, data access errors, and application performance concerns.
- Escalate unresolved tickets to the Enterprise Service Desk, ensuring clear documentation and follow‑up.
- Maintain detailed, up‑to‑date knowledge of VBMS architecture, user roles, and security protocols.
- Collaborate with cross‑functional teams (e.g., database administrators, system architects, and security analysts) to implement solutions and improve system reliability.
- Participate in the configuration, testing, and deployment of new VBMS features and updates.
- Document troubleshooting steps, solutions, and best practices in the knowledge base to support knowledge sharing.
- Adhere to all confidentiality and security requirements, including handling sensitive veteran information with the utmost care.
- Monitor system performance metrics and proactively identify potential bottlenecks or security vulnerabilities.
- Support end‑user training sessions and create user guides to enhance self‑service capabilities.
- Contribute to continuous improvement initiatives, such as process automation, ticket triage optimization, and service level agreement (SLA) monitoring.
Essential Qualifications
- U.S. citizenship or permanent residency with eligibility for a Public Trust Clearance.
- High School Diploma or equivalent; associate’s or bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- Minimum of 3 years of experience in a help desk or technical support role, preferably within a federal or enterprise environment.
- Proficient with web‑based applications, database management, and data access mechanisms.
- Hands‑on experience with ServiceNow or similar ITIL‑aligned ticketing systems.
- Strong understanding of ITIL best practices, including incident, problem, and change management.
- Experience administering database tools (e.g., SQL Server, Oracle, MySQL) and performing routine maintenance tasks.
- Demonstrated ability to maintain confidentiality and handle sensitive information in compliance with federal regulations.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical users.
- Proactive, self‑motivated, and capable of working independently in a remote setting.
Preferred Qualifications
- Prior experience supporting the Veterans Benefits Management System or similar federal applications.
- Knowledge of cybersecurity frameworks (e.g., NIST, ISO 27001) and secure coding practices.
- Experience with system configuration, scripting (PowerShell, Bash), and automation tools.
- Familiarity with data privacy laws (e.g., HIPAA, FERPA) and veteran‑specific data handling requirements.
- ITIL certification (e.g., ITIL Foundation) or equivalent professional credentials.
- Background in enterprise‑level application support, including performance tuning and capacity planning.
Skills & Competencies
- Technical Proficiency: Web application troubleshooting, database administration, ServiceNow, and ITIL processes.
- Analytical Thinking: Ability to diagnose complex problems, identify root causes, and implement effective solutions.
- Communication: Clear, concise, and empathetic communication with users, stakeholders, and team members.
- Time Management: Prioritize tasks, manage multiple tickets simultaneously, and meet strict deadlines.
- Collaboration: Work effectively with cross‑functional teams and maintain strong working relationships.
- Adaptability: Quickly learn new technologies, tools, and processes in a dynamic environment.
- Integrity: Uphold confidentiality, ethical standards, and compliance with federal regulations.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As a Help Desk Technician, you will have access to:
- Structured onboarding and mentorship programs to accelerate your learning curve.
- Regular training sessions on emerging technologies, cybersecurity best practices, and federal compliance.
- Opportunities to transition into specialized roles such as Systems Analyst, Security Engineer, or Project Manager.
- Support for professional certifications (e.g., ITIL, CompTIA Security+, Microsoft Certified: Azure Fundamentals).
- Participation in cross‑departmental projects that impact national security and veteran services.
Work Environment & Company Culture
brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:
- Collaboration: Regular virtual stand‑ups, knowledge‑sharing sessions, and cross‑team hackathons.
- Innovation: Encouragement to experiment with new tools, propose process improvements, and contribute to open‑source initiatives.
- Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
- Recognition: Employee of the Month, peer‑to‑peer shout‑outs, and milestone celebrations.
- Wellness: Access to Calm Health app, WellHub gym subsidy, and wellness webinars.
Compensation & Benefits
While specific salary ranges are determined by experience and qualifications, brighthush offers a competitive total rewards package that includes:
- Competitive base salary aligned with industry standards for federal support roles.
- Comprehensive health, dental, and vision plans with generous employer contributions.
- Three medical plan options to suit individual and family needs.
- Short‑Term and Long‑Term Disability coverage, Life and AD&D insurance.
- 401(k) plan with employer matching and a vesting schedule.
- Paid Time Off (PTO) accrued each pay period, plus eleven federal holidays.
- Parental leave and flexible work arrangements.
- Continuing education stipend and tuition reimbursement for relevant courses.
- Employee Assistance Program (EAP) and mental health resources.
- Wellness benefits: Calm Health app, WellHub gym subsidy, and wellness challenges.
- Pet insurance, 529 College Savings Plan, and legal insurance.
- Commuter Flexible Spending Accounts (FSAs) for medical, dependent care, and transit.
How to Apply
Ready to make a difference in the lives of veterans while advancing your career in a dynamic, remote environment? Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role. We look forward to welcoming you to the brighthush team!