Remote Help Desk Technician – Customer Support Specialist for CMS BOSC Program at brighthush

About brighthush and the Mission‑Critical Healthcare Landscape

brighthush is a leading partner in the federal services sector, dedicated to delivering secure, compliant, and mission‑driven solutions that empower millions of Americans to access vital healthcare information and benefits. Our work with the Centers for Medicare & Medicaid Services (CMS) places us at the heart of the nation’s most critical public health initiatives. As a remote‑first organization, brighthush blends cutting‑edge technology with a culture of collaboration, innovation, and continuous learning.

Why Join brighthush?

• Impactful Work: Every ticket you resolve helps patients, providers, and policymakers navigate complex healthcare systems.
• Remote Flexibility: Work from anywhere in the United States with a reliable internet connection.
• Career Growth: Structured learning paths, mentorship programs, and opportunities to advance into senior technical or project‑management roles.
• Inclusive Culture: We celebrate diversity, champion equity, and foster an environment where every voice is heard.
• Competitive Compensation: Base salary, performance bonuses, and a comprehensive benefits package that includes health, dental, vision, and retirement plans.

Key Responsibilities

As a Remote Help Desk Technician at brighthush, you will be the first line of support for our CMS BOSC (Business Operations Support Center) client. Your role will blend technical troubleshooting, customer service, and cross‑functional collaboration.

• Reset user IDs and passwords, unlock accounts, and resolve multi‑factor authentication (MFA) issues.
• Manage profile updates, including approval and rejection of role requests.
• Address inquiries related to reports, files, data exchange, and supporting documentation.
• Provide desktop, laptop, and peripheral support for remote and home‑office users.
• Install, configure, and maintain operating systems, printers, scanners, and other PC peripherals.
• Use remote desktop software to diagnose and resolve workstation‑level issues.
• Document problem resolution in ticketing systems, knowledge bases, and online repositories.
• Assist project managers in integrating new technology into production environments.
• Maintain software and workstation image management using deployment tools.
• Identify technical support gaps and recommend process improvements.
• Collaborate with team members on assigned projects and queues (calls, email, chat, ticketing).
• Adapt to shifting priorities and support additional programs within the broader BOSC portfolio as needed.

Essential Qualifications

• High school diploma or equivalent with a minimum of 1 year of related experience.
• Strong verbal and written communication skills, with a customer‑service‑oriented mindset.
• Proficiency in troubleshooting Windows and macOS environments.
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
• Ability to follow established processes, procedures, and guidelines to ensure repeatable customer experiences.
• Highly detail‑oriented, organized, and capable of managing multiple tickets simultaneously.
• Self‑motivated and able to work independently as well as collaboratively within a team.
• Availability to work Monday‑Friday, 7:00 AM–7:45 PM EST, with typical hours from 11:00 AM to 7:30 PM EST.
• Successful completion of the CMS client vetting process is required for employment.

Preferred Skills and Experience

• Additional training or education in information technology, computer science, or a related field.
• Experience monitoring logs, scheduled events, and reporting on anomalies.
• Familiarity with call center telephony equipment and ticketing systems.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Government or federal agency experience, especially with CMS or similar programs.
• Knowledge of security best practices, including MFA and role‑based access control.
• Experience with image deployment tools (e.g., Microsoft Deployment Toolkit, SCCM).

What You’ll Learn and Grow

At brighthush, we believe that learning is a continuous journey. As a Technician I, you will:

• Master the full lifecycle of desktop support, from installation to retirement.
• Develop expertise in federal compliance standards and security protocols.
• Gain exposure to cross‑functional teams, including project management, quality assurance, and cybersecurity.
• Participate in regular training sessions, webinars, and certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator).
• Advance into Technician II, Senior Support Specialist, or Technical Project Lead roles.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and flexible work environment. Our remote teams rely on transparent communication, shared knowledge bases, and a culture of continuous improvement. We celebrate successes, learn from challenges, and prioritize work‑life balance.

Compensation & Benefits

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.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Flexible work hours and remote work policy.

How to Apply

Ready to make a difference in the lives of millions while advancing your technical career? Submit your application through our career portal and join a team that values innovation, integrity, and impact.

Join brighthush Today!

We are committed to building a diverse workforce that reflects the communities we serve. If you are a motivated, customer‑centric technician with a passion for technology and public service, we encourage you to apply. Your expertise will help keep the nation’s healthcare systems running smoothly and securely.