Seasoned Remote Customer Service Representative – Help Desk Specialist (Temporary) – Support Mission‑Critical Healthcare Services

About brighthush and the Mission‑Critical Healthcare Landscape

brighthush is a trusted federal partner that delivers mission‑critical services to the nation’s healthcare ecosystem. By partnering with government agencies, brighthush helps millions of Americans access vital health information and benefits. Our work is at the intersection of technology, customer service, and public health, ensuring that providers and patients receive the support they need to thrive.

As a remote Customer Service Representative – Help Desk, you will be the frontline advocate for our provider community. You’ll troubleshoot technical issues, guide users through self‑registration and profile management, and help maintain the integrity of our secure, high‑availability systems. This temporary role, beginning in mid‑November and concluding at the end of December, offers a unique opportunity to contribute to a high‑impact mission while working from the comfort of your own home.

Key Responsibilities

• 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 compliance with security and performance standards.
• Remote Troubleshooting: Use remote desktop tools to diagnose and resolve user issues, providing clear, step‑by‑step guidance over the phone, chat, or email.
• Ticketing & Documentation: Log all incidents in the ticketing system, update knowledge‑base articles, and contribute to troubleshooting manuals and online documentation.
• Advanced Network Support: Assist in diagnosing workstation‑level problems that involve network and telecommunications components, escalating when necessary.
• Project Liaison: Serve as a technical bridge between end users and project managers, helping to integrate new technology initiatives into the production environment.
• Image Management: Maintain software and workstation image repositories, using imaging tools to deploy consistent, secure configurations across the fleet.
• Continuous Improvement: Identify recurring pain points, propose solutions, and collaborate with management to enhance the support workflow.
• Team Collaboration: Work within a structured team framework, sharing knowledge and supporting peers on shared queues and 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‑first mindset.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience using remote desktop tools (e.g., TeamViewer, Remote Desktop Connection).
• Familiarity with ticketing systems (e.g., ServiceNow, Jira) and knowledge‑base platforms.
• Ability to follow established processes, procedures, and guidelines to deliver consistent service.
• Detail‑oriented, organized, and capable of managing multiple tickets simultaneously.
• Self‑motivated and able to work independently while contributing to a collaborative team.
• Availability to work Monday‑Friday, 10:30 AM–7:00 PM EST.
• Successful completion of the brighthush client vetting process (a prerequisite for employment).

Preferred Qualifications

• Prior experience in a help desk or technical support role within a federal or healthcare environment.
• Knowledge of Windows Server, Active Directory, and group policy management.
• Experience with imaging and deployment tools such as Microsoft Deployment Toolkit (MDT) or System Center Configuration Manager (SCCM).
• Understanding of HIPAA regulations and data privacy best practices.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).
• Experience troubleshooting mobile devices and VPN connectivity.
• Strong analytical skills and the ability to translate technical jargon into user‑friendly language.

Skills & Competencies for Success

• Technical Proficiency: Comfort with a wide range of hardware and software, including troubleshooting tools and remote support platforms.
• Customer‑Centric Communication: Ability to empathize with users, explain solutions clearly, and maintain a calm, professional demeanor.
• Problem‑Solving: Analytical mindset to diagnose root causes and implement effective fixes quickly.
• Process Adherence: Commitment to following documented procedures, ensuring compliance and repeatable outcomes.
• Time Management: Prioritizing tickets based on severity and impact while meeting service‑level agreements.
• Team Collaboration: Willingness to share knowledge, assist colleagues, and contribute to continuous improvement initiatives.
• Adaptability: Flexibility to handle changing priorities, new technologies, and evolving user needs.

Career Growth & Learning Opportunities

Although this role is temporary, it offers a gateway into the broader brighthush ecosystem. Successful candidates may be considered for permanent positions in technical support, project management, or system administration. Throughout the assignment, you’ll receive:

• Structured onboarding and mentorship from experienced technicians.
• Access to internal training modules covering Windows, macOS, networking, and security fundamentals.
• Opportunities to shadow senior team members on complex projects.
• Feedback sessions to refine skills and align career aspirations with brighthush’s strategic goals.

Work Environment & Company Culture

brighthush values a culture of inclusion, innovation, and service excellence. As a remote team member, you’ll enjoy:

• Flexible work hours within the defined shift window.
• State‑of‑the‑art remote support tools and a secure, cloud‑based infrastructure.
• Regular virtual team huddles, knowledge‑sharing sessions, and cross‑functional collaboration.
• A supportive manager who champions professional development and work‑life balance.
• Recognition programs that celebrate outstanding customer service and technical achievements.

Compensation & Benefits

For this temporary assignment, the hourly rate is $21.53. In addition to competitive pay, brighthush offers:

• Comprehensive health, dental, and vision coverage (for eligible employees).
• Paid time off and holiday scheduling aligned with the remote work model.
• Access to an employee assistance program and wellness resources.
• Opportunities for overtime and extended hours based on project needs.
• Potential for transition to a permanent role with full benefits upon successful completion of the assignment.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that directly impacts the lives of millions of Americans. Your technical expertise will enable healthcare providers to navigate complex systems, ensuring patients receive timely care and benefits. You’ll work in a collaborative, inclusive environment that values your voice, encourages growth, and rewards excellence.

Ready to make a difference while sharpening your technical and customer‑service skills? Apply today and become a vital part of brighthush’s commitment to public service excellence.