Remote Technical Support Specialist – Help Desk & CMS BOSC Client Services at brighthush
About brighthush and the Opportunity
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 provide compliant, high‑quality support that directly impacts the lives of patients, providers, and caregivers across the nation.
We are currently seeking a motivated, customer‑centric Remote Technical Support Specialist to join our Help Desk team. In this role, you will be the first line of support for the CMS BOSC (Business Operations Support Center) client, ensuring seamless access to essential systems and data for users in remote and office environments.
As a fully remote position, you will enjoy the flexibility of working from anywhere while collaborating with a dynamic, cross‑functional team that values innovation, continuous learning, and a culture of excellence.
Key Responsibilities
- Provide first‑line technical support for CMS BOSC users, addressing issues related to user IDs, passwords, MFA, and account access.
- Manage profile updates, including approval and rejection of role requests, and maintain accurate user records.
- Troubleshoot and resolve inquiries concerning reports, files, data exchange, and supporting documentation.
- Install, configure, and maintain desktops, laptops, printers, scanners, and peripheral devices for remote and office users.
- Support a variety of operating systems and remote access solutions, ensuring optimal performance and security.
- Utilize remote desktop software to diagnose and resolve user issues, providing clear, step‑by‑step guidance.
- Document all support activities in the ticketing system, contributing to knowledge bases and troubleshooting manuals.
- Collaborate with project managers to integrate new technologies and transition projects into production support environments.
- Assist in maintaining software and workstation image management, including deployment of imaging tasks.
- Identify areas for improvement in the technical support environment and recommend solutions to management.
- Participate in team meetings, training sessions, and cross‑functional projects to enhance service delivery.
- Perform additional duties as assigned by management, demonstrating flexibility and adaptability.
Essential Qualifications
- High School diploma or equivalent with a minimum of 1 year of relevant experience.
- Strong verbal and written communication skills, with a customer‑service mindset.
- Proven analytical and problem‑solving abilities, capable of troubleshooting complex technical issues.
- Detail‑oriented, organized, and able to manage multiple tasks simultaneously.
- Ability to work independently and collaboratively within a 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 shifting priorities and a willingness to embrace change.
Preferred Skills and Experience
- Additional training or education in IT support, networking, or related fields.
- Experience with 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 federal agency experience is a plus.
- Knowledge of multi‑factor authentication (MFA) and identity management systems.
What You’ll Gain at brighthush
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent. You’ll have access to:
- Structured onboarding and continuous training programs.
- Mentorship from seasoned professionals in federal IT and healthcare services.
- Opportunities to work on cross‑functional projects that span multiple CMS programs.
- Clear career pathways from Technician I to Technician II, and beyond into specialized roles.
Work Environment & Culture
Our remote work model empowers you to balance professional and personal commitments. You’ll experience:
- Collaborative virtual teams that value transparency and open communication.
- A culture that celebrates diversity, equity, and inclusion.
- Regular virtual town halls and knowledge‑sharing sessions.
- Recognition programs that reward outstanding performance and innovation.
Compensation & Benefits
While the base hourly rate is $21.53, we offer a comprehensive benefits package designed to support your well‑being and professional growth:
- Competitive salary with performance‑based bonuses.
- Health, dental, and vision insurance options.
- Flexible paid time off and holiday schedule.
- Retirement savings plan with employer match.
- Professional development stipend and tuition reimbursement.
- Access to a robust digital library of technical resources and certifications.
Why Join brighthush?
At brighthush, you’ll be part of a mission‑driven organization that makes a tangible difference in the lives of millions. Your work will directly support the CMS’s efforts to streamline healthcare access, improve patient outcomes, and uphold the highest standards of compliance and security.
We value innovation, integrity, and a commitment to excellence. If you thrive in a fast‑paced, collaborative environment and are eager to grow your technical expertise while serving a vital public mission, we want to hear from you.
Ready to Apply?
Take the next step in your career by applying today. Join brighthush and become a key contributor to a national initiative that transforms healthcare delivery for all Americans.