Seasoned Customer Service & Help Desk Specialist – Remote, Temporary, CMS Provider Support – Elevate Healthcare Technology at brighthush

About brighthush

brighthush is a trailblazer in federal technology solutions, partnering with the Centers for Medicare & Medicaid Services (CMS) to deliver secure, compliant, and user‑friendly platforms that empower millions of Americans. Our mission is simple yet profound: to streamline access to vital healthcare information and benefits through cutting‑edge technology and exceptional customer service. With a legacy of excellence, brighthush has earned the trust of federal partners by consistently delivering mission‑critical services that support the nation’s healthcare infrastructure.

Why This Role Matters

In the fast‑moving world of healthcare technology, the Help Desk is the frontline that keeps providers, clinicians, and patients connected. As a Customer Service Representative on our remote Help Desk team, you will be the first point of contact for users navigating the Identify Management web self‑registration and profile management process. Your ability to resolve technical issues swiftly and accurately will directly influence the efficiency of Medicare Provider community operations, ensuring that every provider can access the tools they need with confidence and ease. By maintaining the integrity of CMS’s critical services, you help uphold the trust placed in brighthush by federal partners and, ultimately, improve patient outcomes across the country.

Key Responsibilities

• Desktop & Operational Support: Collaborate with Technician II to deliver comprehensive support to assigned sites and remote offices, covering desktops, laptops, printers, scanners, and peripheral devices.
• Hardware & Software Management: Install, configure, maintain, and troubleshoot a wide range of PC hardware and operating systems, ensuring optimal performance for end‑users.
• Remote Assistance: Utilize remote desktop tools to provide real‑time support to users in remote or home office settings, reducing downtime and enhancing productivity.
• Ticketing & Documentation: Log detailed, accurate updates in the ticketing system, knowledge bases, and troubleshooting manuals, ensuring knowledge is captured for future reference.
• Advanced Troubleshooting: Diagnose and resolve complex technical issues within network and telecommunications environments, especially those affecting workstation functionality.
• Project Liaison: Serve as a technical bridge between support staff and project managers, facilitating smooth integration and transition of new technology initiatives into production.
• Image & Deployment Management: Maintain software and workstation image libraries, leveraging image deployment tools to streamline workstation provisioning.
• Continuous Improvement: Identify areas for enhancement in the support environment, collaborate with management to implement solutions, and monitor outcomes.
• Team Collaboration: Work within a structured team framework, contributing to shared goals and participating in cross‑functional projects.
• Additional Duties: Perform any other tasks assigned by management that support the overall mission of brighthush.

Essential Qualifications

• High School diploma or equivalent; 0–2 years of related experience.
• Strong verbal and written communication skills, with a customer‑service mindset.
• Analytical and problem‑solving abilities, capable of diagnosing issues and implementing effective solutions.
• Detail‑oriented, organized, and able to manage multiple tickets simultaneously.
• Proficiency with remote desktop software and ticketing systems.
• Ability to follow established processes, procedures, and guidelines to ensure consistent customer experiences.
• Independent and collaborative work style, thriving in both solo and team settings.
• Availability to work Monday–Friday, 10:30 AM–7:00 PM EST.
• Successful completion of the CMS client vetting process is required.
• Adaptability to ambiguity and change, with a proactive approach to learning.

Preferred Qualifications

• Experience with Windows operating systems and peripheral device support.
• Familiarity with image deployment tools (e.g., Microsoft Deployment Toolkit, SCCM).
• Knowledge of network and telecommunications fundamentals.
• Prior experience in a federal or regulated environment.
• Certification in IT support (e.g., CompTIA A+, Microsoft Certified IT Professional).

Skills & Competencies

• Technical Proficiency: Comfortable troubleshooting hardware, software, and network issues.
• Customer Focus: Empathy for end‑users, patience in high‑pressure situations.
• Communication: Clear, concise, and professional in all written and verbal interactions.
• Time Management: Prioritize tasks, meet deadlines, and maintain high ticket resolution rates.
• Team Player: Collaborate effectively with cross‑functional teams and share knowledge.
• Continuous Learning: Stay current with emerging technologies and industry best practices.

Career Growth & Learning Opportunities

While this role is temporary, it offers a unique window into the inner workings of a federal partner’s support ecosystem. You’ll gain exposure to:

• Advanced troubleshooting techniques across a broad spectrum of technologies.
• Project management interactions, providing insight into how new initiatives are rolled out.
• Best practices in knowledge base development and documentation.
• Potential pathways to permanent roles within brighthush or related federal agencies.

brighthush values professional development and offers access to training resources, mentorship programs, and certifications that can accelerate your career trajectory. Whether you’re looking to deepen your technical expertise or broaden your managerial skill set, this position provides a solid foundation for future growth.

Work Environment & Culture

brighthush fosters a remote‑first culture that prioritizes flexibility, collaboration, and work‑life balance. Our team members enjoy:

• Fully remote work with a reliable virtual collaboration platform.
• Regular virtual team huddles and knowledge‑sharing sessions.
• A supportive environment that encourages innovation and continuous improvement.
• Recognition programs that celebrate individual and team achievements.

We believe that a healthy, inclusive workplace is the cornerstone of exceptional service. At brighthush, you’ll find a community that values diversity, promotes open communication, and rewards initiative.

Compensation & Benefits

For this temporary position, the hourly rate is $21.53. While the role is short‑term, brighthush offers:

• Competitive pay aligned with industry standards.
• Paid time off for the duration of the assignment.
• Access to an employee assistance program and wellness resources.
• Opportunities to earn performance bonuses based on ticket resolution metrics.

In addition, you’ll receive comprehensive onboarding, ongoing training, and the chance to work with cutting‑edge tools that are used across federal agencies.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic.

How to Apply

Ready to make a tangible impact on the healthcare technology landscape? Click the link below to submit your application and join the brighthush team.