Seasoned Remote Help Desk Customer Service Representative – Supporting CMS Medicare Provider Services (Temporary)

About brighthush and the Opportunity

brighthush is a leading federal partner dedicated to delivering mission‑critical services for the Centers for Medicare & Medicaid Services (CMS). Our work empowers millions of Americans to access vital healthcare information and benefits, ensuring that providers and beneficiaries receive the support they need to thrive. As a remote-first organization, we champion flexibility, innovation, and a culture of continuous learning.

We are currently seeking a highly motivated Help Desk Customer Service Representative to join our temporary team. This role is essential to maintaining the seamless operation of our CMS provider support ecosystem. If you thrive in a fast‑paced, technology‑driven environment and enjoy solving real‑world problems for a diverse user base, brighthush invites you to apply.

Key Responsibilities

• Desktop & Operational Support: Collaborate with Technician II to deliver first‑line assistance to assigned sites and remote offices, ensuring timely resolution of hardware and software issues.
• Hardware Management: Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices, as well as remote access hardware.
• Software & OS Support: Deploy and support a variety of PC operating systems, including Windows and macOS, and manage software updates and patches.
• Remote Troubleshooting: Utilize remote desktop tools to diagnose and resolve user issues for remote or home‑office employees, providing clear, step‑by‑step guidance.
• Ticketing & Documentation: Log detailed, accurate tickets in our ticketing system, update knowledge bases, and contribute to troubleshooting manuals and online documentation.
• Advanced Network Support: Assist in diagnosing and resolving complex technical issues within network and telecommunications environments, focusing on workstation‑level problems.
• Project Liaison: Serve as a technical bridge between support teams and project managers, facilitating smooth transitions of new technology initiatives into production.
• Image Management: Maintain software and workstation image repositories, using image deployment tools to streamline imaging tasks for workstations.
• Continuous Improvement: Identify opportunities for process enhancements, recommend solutions, and collaborate with management to implement best practices.
• Team Collaboration: Work within a structured team framework, contributing to shared goals and supporting colleagues on assigned projects.

Essential Qualifications

• High school diploma or equivalent; 0–2 years of relevant experience.
• Strong verbal and written communication skills, with a customer‑service mindset.
• Proficiency in troubleshooting desktop hardware, operating systems, and peripheral devices.
• Experience using remote desktop software and ticketing systems.
• Analytical mindset with the ability to diagnose and resolve complex technical issues.
• Detail‑oriented, organized, and capable of managing multiple tasks simultaneously.
• Ability to work independently and collaboratively within a team.
• Availability to work Monday‑Friday, 10:30 AM–7:00 PM EST.
• Successful completion of the CMS client vetting process (required).
• Adaptability to changing priorities and ambiguity.

Preferred Qualifications

• Experience in a federal or healthcare IT environment.
• Knowledge of CMS provider systems and self‑registration processes.
• Familiarity with image deployment tools (e.g., SCCM, MDT).
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate.
• Experience with knowledge‑base creation and documentation.

Skills & Competencies

• Technical troubleshooting across hardware, software, and network domains.
• Strong customer‑service orientation and empathy for end‑users.
• Excellent written communication for ticketing, documentation, and knowledge‑base articles.
• Time‑management and prioritization skills to meet SLA targets.
• Collaboration and teamwork, with a proactive approach to problem resolution.
• Continuous learning mindset, staying current with emerging technologies.

Career Growth & Learning Opportunities

While this position is temporary, brighthush offers a wealth of learning resources and professional development pathways. You will:

• Gain hands‑on experience with federal IT systems and CMS processes.
• Participate in on‑the‑job training and mentorship from seasoned technicians.
• Access online learning modules covering advanced networking, cybersecurity, and project management.
• Build a strong foundation for future roles in IT support, systems administration, or project coordination.

Work Environment & Company Culture

At brighthush, we value:

• Flexibility: Fully remote work with a structured schedule that balances productivity and work‑life harmony.
• Inclusivity: A culture that celebrates diversity and fosters belonging.
• Collaboration: Cross‑functional teams that share knowledge and celebrate collective successes.
• Innovation: Encouragement to experiment, propose new ideas, and improve processes.
• Recognition: Regular feedback, performance reviews, and opportunities to showcase achievements.

Compensation & Benefits

Competitive hourly rate of $21.53, commensurate with experience and responsibilities. While this role is temporary, brighthush offers:

• Paid time off for approved leave and holidays.
• Health, dental, and vision insurance options for eligible employees.
• Professional development stipend for relevant certifications and courses.
• Access to a comprehensive employee assistance program.
• Flexible work hours within the defined shift window.

Why Join brighthush?

By joining brighthush, you become part of a mission‑driven organization that directly impacts the lives of millions. You will:

• Work with cutting‑edge technology in a federal environment.
• Collaborate with experts across IT, operations, and compliance.
• Contribute to a vital public service that supports healthcare access.
• Develop skills that are highly transferable to future roles in IT and project management.

Ready to Apply?

If you are passionate about technology, customer service, and making a difference, we encourage you to submit your application today. Join brighthush and help us empower providers and beneficiaries across the nation.