Seasoned Remote Help Desk Specialist – Federal Medicare Provider Support & Customer Service Representative (Temporary) – brighthush

About brighthush

brighthush stands at the forefront of public‑sector technology, delivering mission‑critical solutions that empower millions of Americans to access essential healthcare services. With a legacy of compliance, reliability, and innovation, we partner with federal agencies to streamline processes, enhance user experiences, and ensure that healthcare providers can focus on what matters most—delivering high‑quality care. As a fully remote, temporary help desk specialist, you will be the frontline champion for the Medicare Provider community, guiding them through web‑based registration, profile management, and day‑to‑day technical challenges.

Why This Role Matters

In the rapidly evolving landscape of federal healthcare, the efficiency of provider support directly impacts patient outcomes. By ensuring that Medicare providers have seamless access to the tools and information they need, you help maintain the integrity of the entire healthcare ecosystem. This role offers the unique opportunity to combine technical expertise with customer‑centric service, all while working remotely and making a tangible difference for millions of users.

Role Overview

This time‑limited engagement (November 16 2026 – December 31 2026) places you at the intersection of technology, customer service, and public health. You will deliver 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 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.

Key Deliverables

• Resolve 95% of tickets within the defined SLA (2 hours for high‑priority, 4 hours for medium, 8 hours for low).
• Maintain a knowledge‑base article accuracy rate of 99% through regular reviews.
• Complete all required training modules and certifications within the first month.
• Provide weekly status reports to the project management team, highlighting trends, blockers, and improvement opportunities.

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.

Work Environment & Company Culture

At brighthush, we believe that a supportive, inclusive, and innovative culture is the foundation of exceptional service delivery. Our remote workforce enjoys:

• Flexible scheduling that respects work‑life balance.
• A collaborative virtual environment with regular team huddles, knowledge‑sharing sessions, and cross‑departmental projects.
• Access to cutting‑edge tools and platforms that empower you to solve problems efficiently.
• A culture that celebrates diversity, encourages continuous learning, and rewards initiative.

Compensation, Perks, and Benefits

While the exact compensation for this temporary role will be competitive and commensurate with experience, brighthush offers a suite of benefits designed to support your well‑being and professional development:

• Competitive hourly rate with potential for overtime.
• Health, dental, and vision insurance options for eligible employees.
• Paid time off and flexible holiday scheduling.
• Professional development stipend for certifications and training courses.
• Employee assistance program and wellness resources.
• Access to a virtual coworking space and community events.

How Your Success Is Measured

• Ticket resolution time: Meet or exceed SLA targets for all priority levels.
• Customer satisfaction: Achieve a CSAT score of 90% or higher on post‑interaction surveys.
• Knowledge‑base contribution: Publish at least two new articles per month and update existing content quarterly.
• Collaboration: Provide timely feedback and support to project teams, ensuring smooth transitions of new initiatives.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping how federal agencies deliver healthcare support. You will:

• Make a direct impact on the efficiency and effectiveness of Medicare providers.
• Work with a diverse group of professionals who value innovation and collaboration.
• Gain exposure to federal compliance standards and high‑stakes environments.
• Build a portfolio of skills that are highly transferable across IT, healthcare, and public sector roles.
• Enjoy the flexibility of a fully remote position without sacrificing the sense of belonging that comes from a strong team culture.

Ready to Apply?

If you are a motivated, customer‑centric technical support professional looking to make a difference in the federal healthcare space, we want to hear from you. Bring your expertise, curiosity, and commitment to excellence to brighthush, and help us empower providers to deliver the best possible care.

Click the link below to submit your application and take the first step toward an exciting, impactful career with brighthush.