Seasoned Desktop Support & Customer Service Specialist – Hybrid Remote & On‑Site Help Desk Engineer for Enterprise IT Solutions, Cloud Migration, and Technical Support at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses across the United States with cutting‑edge IT solutions, cloud services, and managed infrastructure. With a reputation for reliability, innovation, and customer‑centric service, brighthush has become the go‑to provider for enterprises seeking to streamline operations, enhance security, and drive digital transformation. Our mission is simple: deliver technology that works for people, not the other way around.

As part of our growth strategy, we are expanding our Help Desk team to support a diverse portfolio of clients—from small‑to‑mid‑size businesses to large federal agencies. If you thrive in a fast‑paced, collaborative environment and love turning technical challenges into seamless user experiences, brighthush is the place for you.

Why Join brighthush?

At brighthush, we don’t just provide IT services—we create lasting partnerships. Our culture is built on transparency, continuous learning, and a deep respect for every team member’s contribution. Whether you’re troubleshooting a laptop in a remote office or leading a project to migrate a client’s entire infrastructure to the cloud, you’ll find that your work has a direct, measurable impact on our clients’ success.

We believe that the best solutions come from people who are empowered, supported, and challenged to grow. That’s why we invest heavily in professional development, encourage cross‑functional collaboration, and celebrate every milestone—big or small.

Key Responsibilities

As a Senior Desktop Support & Customer Service Specialist, you will be the first line of support for our clients’ end‑users. Your role blends technical troubleshooting with exceptional customer service, ensuring that every ticket is resolved efficiently and professionally.

• Desktop & Peripheral Support: Install, configure, and maintain desktops, laptops, printers, scanners, and other PC peripherals for both on‑site and remote users.
• Operating System Management: Deploy, update, and troubleshoot Windows, macOS, and Linux operating systems across a variety of hardware platforms.
• Remote Assistance: Use remote desktop tools (e.g., TeamViewer, Remote Desktop Connection, VNC) to diagnose and resolve issues for users in branch offices or working from home.
• Ticketing & Knowledge Base: Document every interaction in our ticketing system, update knowledge base articles, and contribute to troubleshooting manuals to improve first‑time resolution rates.
• Advanced Troubleshooting: Escalate and resolve complex workstation‑level issues, including network connectivity, driver conflicts, and peripheral malfunctions.
• Project Liaison: Act as a technical liaison to project managers, assisting with the transition of new technology initiatives into the production support environment.
• Image Management: Maintain and deploy workstation images using imaging software (e.g., SCCM, Clonezilla) to ensure consistency and reduce deployment time.
• Continuous Improvement: Identify recurring problems, recommend process enhancements, and collaborate with management to refine support workflows.
• Team Collaboration: Work closely with teammates across multiple shifts, sharing knowledge and ensuring coverage for all support queues.
• Ad Hoc Duties: Perform additional tasks as assigned by management, including on‑site visits, equipment inventory, and training sessions.
• Client Onboarding: Guide new clients through initial setup, ensuring a smooth transition to our managed services platform.
• Security Awareness: Promote best practices for phishing, password hygiene, and device security among end‑users.
• Reporting: Generate weekly and monthly reports on ticket volume, resolution times, and customer satisfaction metrics.

Essential Qualifications

We’re looking for candidates who bring both technical aptitude and a passion for customer service. The following qualifications are essential:

• High school diploma or equivalent; associate’s degree in Information Technology or related field preferred.
• Minimum of 1 year of hands‑on desktop support experience in a help desk or technical support environment.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical users.
• Proficiency with remote support tools and ticketing systems (e.g., ServiceNow, Jira Service Desk).
• Solid understanding of Windows operating systems, including installation, configuration, and troubleshooting.
• Experience with basic networking concepts (TCP/IP, DNS, DHCP, VPN) and the ability to diagnose connectivity issues.
• Detail‑oriented, organized, and capable of managing multiple tickets simultaneously while maintaining high quality.
• Self‑motivated and able to work independently, yet comfortable collaborating within a team setting.
• Availability to work Monday‑Friday, 7:00 AM–7:45 PM EST, with typical hours 11:00 AM–7:30 PM EST.
• Successful completion of the CMS client vetting process (a standard background check for all employees).
• Adaptability to changing priorities, ambiguity, and evolving technology landscapes.

Preferred Qualifications

While not mandatory, the following skills and experiences will set you apart:

• Additional training or certification in IT support (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate).
• Experience monitoring logs, scheduled events, and generating reports on system anomalies.
• Familiarity with call center telephony equipment and experience in a high‑volume customer support environment.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project) and the ability to create clear, concise documentation.
• Previous work with government or federal agencies, understanding of compliance requirements.
• Experience with imaging tools such as Microsoft System Center Configuration Manager (SCCM) or similar.
• Knowledge of cybersecurity best practices and basic incident response procedures.

Skills & Competencies

Success in this role requires a blend of technical, interpersonal, and analytical skills:

• Technical Proficiency: Comfort with hardware, operating systems, networking, and peripheral devices.
• Problem‑Solving: Ability to diagnose root causes quickly and implement effective solutions.
• Communication: Clear, concise, and empathetic communication with users, teammates, and stakeholders.
• Time Management: Prioritize tickets, meet SLA targets, and manage workload efficiently.
• Collaboration: Work seamlessly with cross‑functional teams, including project managers, engineers, and vendors.
• Continuous Learning: Stay updated on emerging technologies, industry trends, and best practices.
• Customer‑Centric Mindset: Deliver a positive user experience, turning challenges into opportunities for improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Help Desk Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your technical skill development.
• Regular training sessions on new technologies, security protocols, and customer service excellence.
• Clear career pathways: from Help Desk Technician to Senior Support Engineer, Technical Project Manager, or IT Service Delivery Lead.
• Opportunities to earn industry certifications (CompTIA, Microsoft, Cisco) with financial support.
• Participation in cross‑departmental projects, giving you exposure to enterprise architecture, cloud migration, and cybersecurity initiatives.
• Annual performance reviews that align your growth goals with organizational objectives.
• Access to an internal knowledge hub and community of practice for peer learning.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and inclusivity. Our team values:

• Transparency: Open communication channels, regular town‑halls, and a flat hierarchy that encourages idea sharing.
• Flexibility: Hybrid work options, flexible scheduling, and a focus on work‑life balance.
• Diversity & Inclusion: A commitment to creating a welcoming environment for all backgrounds, including veterans, people with disabilities, and underrepresented groups.
• Recognition: Employee of the Month, peer‑to‑peer shout‑outs, and milestone celebrations.
• Community Engagement: Volunteer programs, sponsorships, and partnerships that give back to the communities we serve.
• Innovation Labs: Dedicated spaces for experimenting with emerging tech, hackathons, and idea incubators.

Compensation & Benefits

While the base hourly rate for this position starts at $21.53, brighthush offers a comprehensive benefits package designed to support your health, financial well‑being, and professional growth:

• Competitive salary with performance‑based bonuses.
• Health, dental, and vision insurance plans.
• Life and disability insurance.
• 401(k) retirement plan with company match.
• Paid holidays, sick leave, and paid time off (PTO).
• Employee assistance program and wellness resources.
• Tuition reimbursement for approved courses and certifications.
• Employee referral bonuses and recognition programs.
• Access to a company‑wide wellness stipend for fitness, meditation, or mental health services.

We are committed to pay transparency and fairness. Compensation is determined by a combination of factors including experience, education, and market benchmarks. All employees are evaluated on merit and contribution.

How to Apply

If you’re ready to bring your technical expertise and customer‑first mindset to a dynamic, growth‑oriented organization, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Help Desk Specialist role at brighthush.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require accommodations during the hiring process, please contact our People Operations team at [email protected].

Join brighthush and help us empower businesses to thrive in a digital world—one ticket at a time.

Frequently Asked Questions

What does a typical day look like?

Most days involve a mix of ticket resolution, remote troubleshooting, on‑site visits, and collaboration with project teams. You’ll start by reviewing the queue, prioritizing tickets, and then moving through a cycle of diagnosis, resolution, and documentation.

Is remote work fully supported?

Yes. We provide the necessary hardware, secure VPN access, and remote support tools to ensure you can perform your duties from anywhere while maintaining the same level of service quality.

What training will I receive?

New hires undergo a structured onboarding program covering our tools, processes, and security protocols. Ongoing training includes quarterly workshops on emerging technologies, security updates, and customer service best practices.

How does the performance review process work?

Annual reviews are conducted in partnership with your manager and HR. They focus on goal attainment, skill development, and alignment with brighthush’s strategic objectives. Feedback is continuous, with quarterly check‑ins to track progress.

What career paths are available?

Typical progression includes moving from Help Desk Technician to Senior Support Engineer, then to roles such as Technical Project Manager, Cloud Solutions Architect, or IT Service Delivery Lead. We encourage cross‑functional movement and provide the resources to support your growth.