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

About brighthush and the Mission‑Critical Healthcare Landscape

brighthush is a leading federal partner dedicated to delivering secure, compliant, and mission‑driven services to the Centers for Medicare & Medicaid Services (CMS). By leveraging cutting‑edge technology and a culture of continuous improvement, brighthush empowers millions of Americans to access vital healthcare information and benefits. Our work is not just about technology—it’s about ensuring that every provider, patient, and community member receives the support they need to thrive.

Why Join brighthush?

As a remote, temporary Help Desk Customer Service Representative, you will become an integral part of a high‑impact team that directly supports the Medicare Provider community. This role offers:

• Immediate Impact: Resolve real‑world issues for providers across the nation, ensuring uninterrupted access to Medicare services.
• Professional Growth: Gain hands‑on experience with desktop support, remote troubleshooting, and project integration—skills that are highly transferable across IT and customer‑service domains.
• Collaborative Culture: Work alongside seasoned technicians, project managers, and cross‑functional teams in a supportive, inclusive environment.
• Flexibility: Fully remote work with a consistent Monday‑Friday schedule (10:30 AM–7:00 PM EST).
• Competitive Compensation: $21.53 per hour, with potential for overtime and performance bonuses during the contract period.

Key Responsibilities

As a Help Desk Customer Service Representative, you will perform a blend of technical support, documentation, and project liaison duties. Your day‑to‑day tasks will include:

• Desktop & Peripheral Support: Install, configure, and maintain desktops, laptops, printers, scanners, and other PC peripherals for remote and on‑site users.
• Operating System Management: Deploy and support a variety of Windows and macOS operating systems, ensuring optimal performance and security compliance.
• Remote Troubleshooting: Use remote desktop software to diagnose and resolve user issues, providing timely and effective solutions.
• Ticketing & Knowledge Management: Log detailed updates in the ticketing system, contribute to knowledge bases, and author troubleshooting guides for future reference.
• Advanced Network Assistance: Collaborate with network specialists to troubleshoot complex issues related to telecommunications and network infrastructure.
• Project Integration Support: Serve as a technical liaison to project managers, aiding in the transition of new technologies into the production environment.
• Image & Software Management: Maintain workstation images using deployment software, ensuring consistency across all devices.
• Continuous Improvement: Identify recurring technical challenges, propose solutions, and collaborate with management to enhance support processes.
• Team Collaboration: Participate in team meetings, share insights, and support colleagues on shared projects and queues.

Essential Qualifications

• Education: High School diploma or equivalent.
• Experience: 0–2 years of technical support or customer service experience; familiarity with desktop hardware and software is a plus.
• Availability: Monday‑Friday, 10:30 AM–7:00 PM EST.
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical users.
• Analytical Thinking: Proven problem‑solving abilities and a methodical approach to troubleshooting.
• Process Adherence: Ability to follow established procedures and guidelines to deliver consistent, repeatable customer experiences.
• Detail Orientation: Highly organized, meticulous, and focused on delivering high‑quality support.
• Independence & Teamwork: Comfortable working autonomously while also collaborating effectively within a team.
• Security Clearance: Must successfully complete the CMS client vetting process as a condition of employment.
• Adaptability: Comfortable navigating ambiguity and change in a fast‑paced environment.

Preferred Qualifications

• Experience with ticketing systems such as ServiceNow or Jira.
• Knowledge of Microsoft Active Directory, Group Policy, and basic scripting (PowerShell, Bash).
• Familiarity with remote support tools (TeamViewer, LogMeIn, Remote Desktop Protocol).
• Understanding of healthcare IT compliance standards (HIPAA, HITECH).
• Previous experience supporting federal or healthcare clients.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.

Skills & Competencies for Success

• Technical Proficiency: Comfort with installing, configuring, and troubleshooting a wide range of hardware and software.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help users overcome obstacles.
• Time Management: Ability to prioritize tickets, manage multiple tasks, and meet resolution deadlines.
• Communication: Clear, concise documentation and the ability to translate technical jargon into user‑friendly language.
• Collaboration: Willingness to share knowledge, mentor peers, and contribute to a culture of continuous learning.
• Resilience: Maintain composure under pressure, especially when dealing with high‑volume support requests.

Career Growth & Learning Opportunities

While this role is temporary, brighthush is committed to your professional development. You will:

• Participate in on‑the‑job training sessions covering desktop support, network fundamentals, and CMS processes.
• Access online learning modules and certifications to broaden your skill set.
• Engage with cross‑functional teams, gaining exposure to project management, IT operations, and compliance.
• Receive mentorship from senior technicians and project managers, fostering a pathway to permanent roles within brighthush or the broader federal IT ecosystem.

Work Environment & Company Culture

brighthush values diversity, inclusion, and a collaborative spirit. Our remote work model is supported by:

• Robust virtual collaboration tools (Microsoft Teams, Slack, Zoom).
• Regular virtual team huddles and knowledge‑sharing sessions.
• Access to a digital library of resources, best‑practice guides, and industry news.
• A culture that celebrates achievements, encourages innovation, and rewards initiative.

Compensation, Perks, and Benefits

For this temporary contract, you will receive:

• Hourly Rate: $21.53 per hour.
• Paid Time Off: Accrued vacation and sick leave applicable to contract duration.
• Health & Wellness Resources: Access to virtual wellness programs and mental health support.
• Professional Development: Reimbursement for relevant certifications and training courses.
• Technology Stipend: Support for a home office setup, including a high‑speed internet connection and ergonomic equipment.

How to Apply

Ready to make a difference in the lives of Medicare providers? Submit your application through our career portal and join a team that values expertise, integrity, and service excellence.

Apply to brighthush Today

Equal Opportunity Employer

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.

Final Thoughts

As a temporary Help Desk Customer Service Representative at brighthush, you will play a pivotal role in ensuring that healthcare providers receive the support they need to serve patients effectively. Your technical expertise, customer‑service mindset, and dedication to excellence will directly contribute to the success of CMS’s mission‑critical programs. If you are ready to bring your skills to a purpose‑driven organization and make a tangible impact, we encourage you to apply today.