Seasoned Remote Customer Service Representative – Help Desk Specialist for Federal Healthcare Support (Temporary)

About brighthush

brighthush is a leading federal partner dedicated to delivering mission‑critical services that empower millions of Americans to access vital healthcare information and benefits. With a reputation for compliance, reliability, and innovation, brighthush partners with the federal government to streamline processes, enhance user experiences, and ensure that healthcare providers can focus on what matters most—delivering high‑quality care.

As a remote, temporary help desk specialist, you will play a pivotal role in supporting the Medicare Provider community. You will be the first line of assistance for providers navigating the Identify Management web self‑registration and profile management systems, ensuring smooth access to essential services and data. This position offers a unique opportunity to work at the intersection of technology, customer service, and public health, all while enjoying the flexibility of a fully remote role.

Role Overview

In this temporary, time‑limited role (November 16 2026 – December 31 2026), you will provide comprehensive desktop and operational support to a distributed network of providers and remote office users. Your responsibilities will span hardware installation, software troubleshooting, remote assistance, and collaboration with project managers to transition new technologies into production environments.

Key aspects of the role include:

• Serving as the central point of contact for providers reporting issues or requesting assistance.
• Managing the entire lifecycle of hardware and software support, from installation to maintenance.
• Delivering remote support to users in remote or home office settings.
• Maintaining accurate documentation in ticketing systems, knowledge bases, and troubleshooting manuals.
• Collaborating with project managers to integrate new initiatives and ensure seamless production support.

Key Responsibilities

• Desktop & Peripheral Support: Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other PC peripherals, as well as remote access devices.
• Operating System Management: Deploy and support a variety of PC operating systems, ensuring optimal performance and security compliance.
• Remote Assistance: Utilize remote desktop software to resolve issues for users in remote offices or home environments, providing timely and effective solutions.
• Ticketing & Documentation: Log detailed updates in the ticketing system, contribute to knowledge bases, and update troubleshooting manuals and online documentation repositories.
• Advanced Troubleshooting: Diagnose and resolve complex technical issues within network and telecommunications environments, focusing on workstation‑level problems.
• Project Collaboration: Act as a technical liaison to project managers, supporting the integration and transition of new technology efforts into production support.
• Image Management: Maintain software and workstation image management, using image deployment software to perform imaging tasks for workstations.
• Continuous Improvement: Identify areas for improvement in the technical support environment and consult with management to implement enhancements.
• Team Collaboration: Work within a team framework, collaborating on assigned projects and contributing to a culture of shared success.
• Additional Duties: Perform other tasks as assigned by management, demonstrating flexibility and a proactive mindset.

Essential Qualifications

• High school diploma or equivalent with 0–2 years of experience in a technical support role.
• Strong verbal and written communication skills, with a customer‑service‑oriented mindset.
• Analytical and problem‑solving abilities, capable of following processes, procedures, and guidelines to ensure repeatable customer experiences.
• Highly detail‑oriented, organized, and timely, with a strong focus on customer satisfaction.
• Ability to work independently and collaboratively within a team setting.
• Availability to work Monday‑Friday, 10:30 AM – 7:00 PM EST.
• Successful completion of the brighthush client vetting process is a condition of employment.
• Adaptability, flexibility, and the ability to navigate ambiguity and change.

Preferred Qualifications

• Additional training or education in information technology, computer science, or a related field.
• Experience with remote desktop tools (e.g., TeamViewer, Remote Desktop Services).
• Familiarity with ticketing systems (e.g., ServiceNow, Jira Service Management).
• Knowledge of network and telecommunications fundamentals.
• Experience supporting healthcare or federal agency environments.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.

Skills & Competencies

• Technical Proficiency: Comfortable installing and troubleshooting hardware and software across multiple platforms.
• Remote Support: Skilled in providing effective remote assistance, ensuring minimal downtime for users.
• Documentation: Ability to create clear, concise, and accurate documentation for tickets, knowledge bases, and troubleshooting guides.
• Communication: Excellent interpersonal skills, capable of translating technical concepts to non‑technical stakeholders.
• Problem‑Solving: Strong analytical mindset, able to diagnose issues quickly and implement sustainable solutions.
• Collaboration: Works well with cross‑functional teams, including project managers, developers, and other support specialists.
• Time Management: Manages multiple tickets and priorities efficiently, meeting SLA targets.
• Customer‑Centricity: Places the user experience at the forefront of all actions, ensuring high satisfaction levels.

Career Growth & Learning Opportunities

Even though this role is temporary, brighthush is committed to fostering professional growth. You will have access to:

• On‑the‑job training in advanced troubleshooting, network fundamentals, and healthcare IT best practices.
• Mentorship from experienced technicians and project managers.
• Opportunities to earn industry certifications through sponsored training programs.
• Exposure to federal compliance standards, giving you a unique skill set applicable to many future roles.Apply for this job