Seasoned Remote Help Desk Specialist – Customer Service Representative for CMS BOSC Technical Support & Client Services at brighthush

About brighthush and the Opportunity

brighthush stands at the forefront of federal technology partnerships, delivering mission‑critical solutions that empower millions of Americans to access vital healthcare information and benefits. With a legacy of compliance, innovation, and customer‑centric excellence, brighthush collaborates closely with the Centers for Medicare & Medicaid Services (CMS) to streamline access to healthcare data, improve patient outcomes, and support the nation’s most important public programs. Our remote teams are the backbone of this effort, ensuring that users across the country can rely on seamless, secure, and efficient technology services.

We are looking for a highly motivated, tech‑savvy Help Desk Customer Service Representative to join our remote team. In this role, you will be the first line of support for CMS’s Business Operations Support Center (BOSC) client, ensuring seamless access to critical systems, data, and documentation for users nationwide. If you thrive in a fast‑paced, collaborative environment and enjoy solving complex technical challenges while delivering outstanding customer service, brighthush invites you to apply.

Key Responsibilities

• Technical Support & Troubleshooting: Provide first‑line assistance for user issues related to account resets, password changes, MFA challenges, and system access problems. Diagnose root causes, apply solutions, and document outcomes.
• Hardware & Software Management: Install, configure, and maintain desktops, laptops, printers, scanners, and peripheral devices for remote and on‑site users. Perform routine health checks and coordinate upgrades.
• Remote Desktop Assistance: Use remote desktop tools (e.g., TeamViewer, Remote Desktop Services) to diagnose and resolve issues for users in home or remote office settings, ensuring minimal downtime.
• Ticketing & Documentation: Log all incidents in the ticketing system (ServiceNow, Jira Service Desk, or similar), update knowledge bases, and create detailed troubleshooting guides that empower end‑users.
• Project Liaison: Act as a technical bridge between end‑users and project managers, ensuring smooth transition of new technology initiatives to production. Provide user feedback and help shape future enhancements.
• Image & Deployment Management: Maintain software and workstation images, using deployment tools (e.g., MDT, SCCM) to streamline imaging tasks and reduce deployment time.
• Continuous Improvement: Identify recurring issues, propose solutions, and collaborate with management to enhance support processes, reduce ticket volume, and improve user satisfaction.
• Cross‑Program Support: While primarily focused on BOSC 1, you may be called upon to support other programs or queues within the broader BOSC portfolio, demonstrating flexibility and breadth of knowledge.
• Team Collaboration: Work within a structured team framework, contributing to shared goals and participating in scheduled calls, chats, and email communications to keep everyone aligned.

Essential Qualifications

• High School diploma or equivalent, with at least 1 year of relevant experience in a technical support or customer service role.
• Strong verbal and written communication skills, with a customer‑service mindset and the ability to translate technical jargon into clear, actionable guidance.
• Proficiency in troubleshooting Windows operating systems, Microsoft Office Suite, and common peripheral devices (printers, scanners, webcams).
• Experience with remote desktop software (e.g., TeamViewer, Remote Desktop Services) and ticketing systems (ServiceNow, Jira, Zendesk).
• Ability to follow established processes, procedures, and guidelines to deliver consistent, repeatable support while maintaining high quality standards.
• Detail‑oriented, organized, and capable of managing multiple priorities in a dynamic environment with tight deadlines.
• Adaptability to shifting priorities, ambiguity, and change, with a proactive approach to problem‑solving.
• Successful completion of the CMS client vetting process is required, ensuring compliance with federal security and privacy standards.

Preferred Skills & Experience

• Prior experience in a call center or customer support role, demonstrating the ability to handle high call volumes and diverse user needs.
• Knowledge of log monitoring, scheduled events, and anomaly reporting to proactively identify and resolve issues before they impact users.
• Experience with call center telephony equipment (e.g., VoIP, PBX) and call routing systems.
• Familiarity with Microsoft Project, Visio, and other project management tools to support project documentation and tracking.
• Government or federal contracting experience, with an understanding of compliance, security, and audit requirements.
• Additional training or certifications in IT support, networking, or cybersecurity (e.g., CompTIA A+, Network+, Security+).

What You’ll Gain at brighthush

• Career Growth: Opportunities to advance into senior technical support roles, project management, or specialized cybersecurity positions within a federal‑partner ecosystem.
• Professional Development: Access to ongoing training, certifications, and workshops to keep your skills current and aligned with industry best practices.
• Impactful Work: Directly support millions of Americans by ensuring reliable access to healthcare data and services, making a tangible difference in public health.
• Flexible Remote Work: Work from anywhere with a reliable internet connection, while maintaining a healthy work‑life balance and a dynamic, collaborative team environment.
• Inclusive Culture: Join a diverse, collaborative team that values innovation, integrity, and continuous improvement, fostering a sense of belonging and shared purpose.
• Competitive Compensation: Base salary of $21.53 per hour, with potential for performance bonuses, overtime, and annual salary reviews.
• Benefits Package: Comprehensive health, dental, and vision insurance; 401(k) with company match; paid time off; employee wellness programs; and access to mental health resources.
• Technology & Tools: State‑of‑the‑art remote support tools, secure VPN access, and the latest hardware to perform your job effectively and securely.

Work Schedule & Logistics

This is a fully remote position. Your primary work hours will be Monday‑Friday, 11:00 AM – 7:30 PM EST, with flexibility to accommodate peak support periods. You will be required to be available for occasional on‑call support during evenings or weekends, as business needs dictate. All work is performed from a home office that meets brighthush’s security and connectivity standards.

How to Apply

Ready to join a team that makes a difference? Submit your application through the link below and take the first step toward a rewarding career at brighthush.

Apply to this job

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.