Seasoned Customer Service Representative – Help Desk Support Specialist (Remote, Temporary)

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. As a trusted collaborator with the Centers for Medicare & Medicaid Services (CMS), brighthush plays a pivotal role in ensuring that providers, patients, and payers can navigate complex healthcare systems with confidence and ease. We are currently expanding our Help Desk team to support the CMS provider community, and we’re looking for a dedicated, tech‑savvy Customer Service Representative to join us on a temporary, remote assignment.

Why This Role Matters

The Help Desk is the frontline of support for CMS providers. Every day, we help resolve technical issues, streamline onboarding, and maintain the integrity of the Medicare Provider Management System. Your work will directly impact the ability of healthcare professionals to deliver quality care, ensuring that millions of beneficiaries receive the services they need without delay. This is more than a job—it’s a chance to contribute to a national mission that touches the lives of countless individuals.

Key Responsibilities

• Assist Technician II in delivering desktop and operational support to assigned sites and remote offices.
• Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other PC peripherals, as well as remote access devices.
• Deploy and support a variety of PC operating systems, ensuring optimal performance and security.
• Diagnose, resolve, and document user concerns, providing clear written updates in the ticketing system, knowledge bases, and online documentation repositories.
• Utilize remote desktop software to provide real‑time support to users in remote or home office environments.
• Assist in troubleshooting advanced technical issues within network and telecommunications environments, focusing on workstation‑level problems.
• Serve as a technical liaison to project managers, facilitating smooth integration and transition of new technology initiatives into the production support environment.
• Maintain software and workstation image management, using image deployment tools to perform imaging tasks efficiently.
• Identify areas for improvement in the technical support environment and collaborate with management to implement solutions.
• Ensure tickets are accurately documented, tracked, and resolved in a timely manner, meeting or exceeding SLA targets.
• Collaborate with team members on assigned projects, contributing to a cohesive and high‑performing support team.
• Perform additional duties as assigned by management, demonstrating flexibility and a proactive attitude.

Essential Qualifications

• High School diploma or equivalent; 0–2 years of experience in a technical support or help desk role.
• Strong verbal and written communication skills, with a customer‑service‑oriented mindset.
• Proficient in diagnosing and resolving hardware, software, and network issues.
• Experience with remote desktop tools and ticketing systems (e.g., ServiceNow, Jira, or similar).
• Ability to follow established processes, procedures, and guidelines to ensure consistent customer experiences.
• Highly detail‑oriented, organized, and capable of managing multiple tasks simultaneously.
• Strong analytical and problem‑solving skills, with a methodical approach to troubleshooting.
• Demonstrated ability to work independently and collaboratively within a team environment.
• Adaptability to changing priorities and the ability to thrive in a dynamic, fast‑paced setting.
• Must successfully complete the CMS client vetting process as a condition of employment.

Preferred Qualifications

• Associate’s degree or higher in Information Technology, Computer Science, or a related field.
• Experience supporting healthcare or government IT environments.
• Knowledge of Medicare Provider Management System (MPMS) or similar provider registration platforms.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).
• Previous experience in a temporary or contract role within a federal or large‑scale organization.

Skills & Competencies for Success

• Technical Proficiency: Comfort with Windows, macOS, and Linux operating systems; familiarity with common office software and peripheral devices.
• Customer‑Centric Mindset: Ability to empathize with users, communicate clearly, and provide timely, effective solutions.
• Problem‑Solving: Logical reasoning, root‑cause analysis, and creative troubleshooting strategies.
• Time Management: Prioritizing tickets, meeting deadlines, and balancing multiple responsibilities.
• Collaboration: Working cross‑functionally with project managers, developers, and other support staff.
• Continuous Learning: Willingness to stay updated on 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 organization. You’ll gain exposure to high‑impact projects, learn how to navigate complex regulatory environments, and develop a skill set that is highly transferable to future roles in IT support, project coordination, or healthcare technology. Additionally, you’ll have the chance to build a professional network within brighthush and the broader CMS ecosystem, opening doors to potential full‑time opportunities or future contract work.

Work Environment & Company Culture

At brighthush, we value flexibility, innovation, and a collaborative spirit. Our remote work model empowers you to balance professional responsibilities with personal commitments, while our inclusive culture ensures that every team member feels heard and respected. We celebrate diversity, encourage continuous improvement, and recognize the contributions of each individual through regular feedback and performance recognition programs.

Compensation, Perks, and Benefits

Compensation: Competitive hourly rate of $21.53, commensurate with experience and role responsibilities. Pay is processed bi‑weekly, with clear documentation of hours worked and tasks completed.

Benefits: While this is a temporary assignment, you will receive access to brighthush’s virtual employee portal, which includes resources for professional development, wellness, and community engagement. You’ll also benefit from flexible scheduling (Monday‑Friday, 10:30 AM–7:00 PM EST) and the ability to work from any location with a reliable internet connection.

Additional Perks:

• Comprehensive onboarding and training program to ensure you’re equipped for success.
• Access to online knowledge bases, troubleshooting manuals, and a supportive peer network.
• Opportunities to participate in cross‑functional projects that enhance your skill set.
• Recognition of outstanding performance through monthly shout‑outs and performance bonuses.

How to Apply

If you’re ready to make a tangible impact on the healthcare system and thrive in a fast‑paced, mission‑driven environment, we encourage you to apply today. Submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role. Our hiring team will review your application promptly and contact you for the next steps.

Join brighthush – Where Technology Meets Purpose

At brighthush, we believe that technology is a powerful catalyst for positive change. By joining our Help Desk team, you’ll be part of a dedicated group of professionals who are committed to ensuring that Medicare providers have the tools and support they need to serve patients effectively. This temporary role is more than a job—it’s an opportunity to contribute to a national mission, grow your technical expertise, and collaborate with passionate colleagues who share your commitment to excellence.

Ready to take the next step? Click the link below to apply and become a vital part of brighthush’s mission‑driven team. We look forward to welcoming you aboard and working together to make a difference in the lives of millions.