Seasoned Remote Help Desk Customer Service Representative – Temporary Position Supporting Brighthush Provider Services
About Brighthush
Brighthush is a leading federal partner dedicated to delivering mission‑critical services that empower millions to access essential healthcare information and benefits. With a legacy of compliance, innovation, and unwavering commitment to public service, Brighthush partners with government agencies to streamline processes, enhance user experiences, and drive measurable impact across the nation.
Why Brighthush?
At Brighthush, we believe that every interaction matters. Our culture is built on transparency, collaboration, and a relentless focus on customer success. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment that encourages growth, rewards initiative, and celebrates diversity.
Key Highlights
- Fully remote, flexible work schedule (Mon‑Fri, 10:30 AM‑7:00 PM EST)
- Temporary, time‑limited assignment (Nov 16 – Dec 31 2026)
- Opportunity to work directly with Brighthush’s flagship client, Brighthush (formerly CMS)
- Competitive hourly rate of $21.53
- Comprehensive onboarding, training, and mentorship from experienced technicians
- Access to cutting‑edge tools, knowledge bases, and a collaborative team environment
Position Overview
As a Remote Help Desk Customer Service Representative, you will serve as the frontline support for Brighthush’s Provider community. Your role will involve diagnosing and resolving technical issues, managing desktop and peripheral hardware, and ensuring a seamless experience for users across the organization. You will collaborate closely with Technician II, project managers, and cross‑functional teams to maintain high service levels and drive continuous improvement.
Core Responsibilities
- Assist Technician II in delivering desktop and operational support to assigned sites and remote offices.
- Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and other PC peripherals.
- Support a variety of operating systems (Windows, macOS, Linux) and remote access solutions.
- Diagnose, resolve, and document user issues using remote desktop tools and ticketing systems.
- Provide written updates and detailed documentation in knowledge bases, troubleshooting manuals, and online repositories.
- Assist in advanced network and telecommunications troubleshooting, focusing on workstation‑level problems.
- Act as a technical liaison to project managers, facilitating smooth transitions of new technology into production.
- Maintain software and workstation image management, utilizing image deployment tools for efficient imaging tasks.
- Identify areas for improvement in the technical support environment and collaborate with management on solutions.
- Ensure tickets are accurately documented, tracked, and resolved within established SLAs.
- Participate in team meetings, knowledge sharing sessions, and continuous improvement initiatives.
- Perform additional duties as assigned by management to support overall team objectives.
Essential Duties & Responsibilities (Job‑Specific)
- Diagnose and resolve user concerns, providing remote support to users in remote or home offices.
- Document problem resolution steps in ticketing systems and knowledge bases.
- Assist in troubleshooting advanced technical issues within network and telecommunications environments.
- Support project managers in integrating and transitioning new technology into production.
- Maintain software and workstation image management using image deployment software.
- Identify technical support gaps and recommend improvements to management.
- Ensure accurate ticket documentation and timely resolution.
- Collaborate with team members on assigned projects and support queues.
Qualifications
Minimum Requirements
- High School diploma or equivalent.
- 0–2 years of experience in a technical support or help desk role.
- Basic understanding of desktop operating systems and peripheral hardware.
- Strong verbal and written communication skills.
- Analytical mindset with problem‑solving aptitude.
- Detail‑oriented, organized, and customer‑service oriented.
- 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 Brighthush client vetting process.
- Adaptability to ambiguity and change.
Preferred Qualifications
- Associate’s degree or higher in Information Technology, Computer Science, or related field.
- Experience with remote desktop software (e.g., TeamViewer, Remote Desktop Connection).
- Knowledge of Windows Server, Active Directory, and basic networking concepts.
- Familiarity with image deployment tools (e.g., MDT, SCCM).
- Previous experience supporting government or federal agencies.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).
- Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Skills & Competencies
- Technical troubleshooting and diagnostic skills.
- Strong customer‑service orientation and empathy.
- Excellent written and verbal communication.
- Time‑management and prioritization abilities.
- Team collaboration and knowledge sharing.
- Process adherence and documentation accuracy.
- Continuous learning mindset and adaptability.
Career Growth & Learning Opportunities
Brighthush is committed to your professional development. As a temporary team member, you will gain hands‑on experience with:
- Advanced desktop and peripheral support techniques.
- Network and telecommunications troubleshooting.
- Image deployment and system imaging best practices.
- Project management collaboration and cross‑functional teamwork.
- Access to internal training resources, webinars, and mentorship programs.
Upon successful completion of the assignment, you may be considered for full‑time roles within Brighthush’s IT support or project teams, providing a clear pathway to long‑term career advancement.
Work Environment & Company Culture
At Brighthush, we foster a culture of:
- Inclusivity and respect for diverse perspectives.
- Open communication and transparency.
- Innovation and continuous improvement.
- Work‑life balance, with flexible remote work arrangements.
- Recognition of individual contributions and team achievements.
Compensation & Benefits
While this is a temporary role, Brighthush offers a competitive hourly rate of $21.53. In addition, you will receive:
- Comprehensive onboarding and training.
- Access to a robust knowledge base and support tools.
- Opportunity to work with cutting‑edge technology.
- Potential for future full‑time employment and career growth.
How to Apply
If you are passionate about delivering exceptional customer support, thrive in a fast‑paced environment, and are ready to make an impact, we encourage you to apply today. Join Brighthush and help shape the future of healthcare support for millions of users.