Seasoned Remote Help Desk Specialist – Medicare Provider Support & Technical Customer Service Representative (Temporary) – Empower Millions with brighthush’s Healthcare IT Solutions

About brighthush

brighthush is a trailblazing federal partner that delivers mission‑critical services to millions of Americans. Our focus is on creating seamless, secure, and user‑friendly experiences that empower individuals to access vital healthcare information and benefits. With a proven record of compliance, innovation, and customer‑centric solutions, brighthush partners with government agencies to streamline processes, enhance user experiences, and drive measurable outcomes. As a remote‑first organization, we champion flexibility, collaboration, and continuous learning, ensuring that every team member can thrive in a dynamic, high‑impact environment.

Why Join brighthush?

When you join brighthush, you become part of a purpose‑driven team that tackles complex challenges in the healthcare sector. You’ll work on real‑world projects that directly improve the lives of millions, while enjoying the freedom of a fully remote role, competitive pay, and a culture that celebrates diversity, inclusion, and professional growth. Whether you’re a seasoned IT professional or just starting your career, brighthush offers the resources, mentorship, and opportunities to accelerate your trajectory.

Position Overview

This temporary, remote Help Desk Customer Service Representative role is a critical support function for brighthush’s Medicare Provider community. You will serve as the first line of technical assistance, helping providers troubleshoot hardware, software, and network issues, and ensuring seamless access to brighthush’s web‑based self‑registration and profile management tools. The position is time‑limited, with a projected start date of November 16, 2026, and an end date of December 31, 2026, contingent upon successful completion of the brighthush client vetting process.

Key Responsibilities

• Technical Support: Deliver desktop and operational assistance to assigned sites and remote offices, acting as the primary point of contact for all technical inquiries. This includes troubleshooting connectivity, software glitches, and user‑experience issues in real time.
• Hardware Management: Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals, as well as remote access devices. Perform routine hardware checks, firmware updates, and replacement coordination.
• Software Deployment: Install and support a variety of PC operating systems, manage software and workstation image deployment using image deployment tools. Ensure all systems are compliant with federal security standards.
• Issue Diagnosis: Diagnose, resolve, and follow up on user concerns, providing remote support via remote desktop software for users at remote or home offices. Document root causes and preventive measures.
• Documentation: Provide written updates for problem resolution in the ticketing system, knowledge bases, troubleshooting manuals, and online documentation repositories. Maintain accurate, up‑to‑date records for audit and compliance purposes.
• Advanced Troubleshooting: Assist in troubleshooting advanced technical issues within network and telecommunications environments, especially at the workstation level. Collaborate with network engineers to isolate and resolve complex problems.
• Project Liaison: Serve as a technical liaison to project managers, supporting integration and transition of new technology initiatives to the production environment. Provide feedback on user impact and system readiness.
• Continuous Improvement: Identify areas for improvement in the technical support environment and consult with management to implement solutions. Participate in process reviews and suggest automation opportunities.
• Team Collaboration: Work within the team framework created by management, collaborating on assigned projects and maintaining accurate ticket documentation. Share best practices and mentor junior team members.
• Additional Duties: Perform other tasks as assigned by management, including calls, email, chat, ticketing system management, and queue handling. Adapt to evolving priorities and support needs.

Essential Qualifications

• High School diploma or equivalent with 0–2 years of experience in a technical support or help desk role.
• Strong verbal and written communication skills, with a customer‑service orientation.
• Analytical and problem‑solving abilities, capable of following processes, procedures, and guidelines to deliver repeatable customer experiences.
• Detail‑oriented, organized, and timely, with the ability to work independently and as part of a team.
• Availability to work Monday‑Friday, 10:30 AM–7:00 PM EST.
• Ability to successfully complete the brighthush client vetting process as a condition of employment.
• Adaptability, flexibility, and comfort with ambiguity and change.

Preferred Qualifications

• Experience with remote desktop software and ticketing systems (e.g., ServiceNow, Jira).
• Knowledge of Windows and macOS operating systems, as well as common peripheral devices.
• Familiarity with network and telecommunications fundamentals.
• Previous experience in a federal or government‑contracted environment.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) are a plus.

Skills & Competencies

• Technical troubleshooting and diagnostic skills.
• Strong customer‑service mindset and empathy for end‑users.
• Excellent written communication for ticketing and knowledge‑base updates.
• Time‑management and prioritization in a fast‑paced environment.
• Team collaboration and cross‑functional communication.
• Continuous learning mindset, staying current with emerging technologies.

Career Growth & Learning Opportunities

Although this role is temporary, brighthush offers a wealth of learning resources and mentorship that can accelerate your career. You’ll gain hands‑on experience with enterprise‑grade support tools, exposure to federal compliance standards, and the chance to collaborate with cross‑functional teams. Successful performance may open doors to permanent roles within brighthush or other federal‑contracted projects, providing a clear pathway for advancement.

Work Environment & Culture

brighthush embraces a remote‑first culture that prioritizes work‑life balance, flexibility, and inclusivity. Our team operates across multiple time zones, fostering a collaborative environment where ideas are shared freely and innovation thrives. We celebrate diversity, promote continuous learning, and recognize achievements through regular feedback and performance reviews.

Compensation & Benefits

Competitive hourly rate of $21.53, paid bi‑weekly. As a remote employee, you’ll enjoy the convenience of working from home, flexible scheduling within the required hours, and access to a comprehensive benefits package that includes:

• Health, dental, and vision insurance options.
• Paid time off and holidays.
• Professional development stipend and training programs.
• Employee wellness initiatives and mental health resources.
• Retirement savings plan with employer match.

Equal Opportunity Statement

brighthush is an equal opportunity employer. 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.

How to Apply

Ready to make a difference? Click the link below to submit your application and join brighthush’s mission‑driven team. We look forward to reviewing your credentials and exploring how your skills can contribute to our success.