Seasoned Remote Help Desk Support Specialist – High‑Impact Federal Service Delivery & Customer Experience Champion for brighthush’s Mission‑Critical Healthcare Access Initiative

About brighthush

brighthush is a pioneering force in the federal partnership ecosystem, dedicated to delivering mission‑critical services that empower millions of individuals to access essential healthcare information and benefits. With a steadfast commitment to compliance, innovation, and customer‑centric solutions, brighthush has earned the trust of government agencies and the broader public sector. Operating entirely in a virtual environment, brighthush embraces flexibility, collaboration, and a culture of continuous improvement. Our team blends technical expertise with a passion for service, all while supporting the vital work of our clients. If you thrive in a fast‑paced, purpose‑driven setting and want to make a tangible impact, brighthush is the place for you.

Role Overview

We are seeking a dedicated Seasoned Customer Service Representative – Help Desk to join our remote team on a temporary, time‑limited assignment. This role will serve as the central point of contact for providers who need assistance with problem reports, service requests, and the Identify Management web self‑registration and profile management processes. The position is fully remote, with a projected start date of November 16, 2026 and an expected end date of December 31, 2026. Successful completion of the brighthush client vetting process is a prerequisite for employment.

Key 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, as well as remote access devices.
• Deploy and support a variety of PC operating systems, ensuring optimal performance and security compliance.
• Diagnose, resolve, and follow up on user concerns, providing clear, concise communication throughout the ticket lifecycle.
• Utilize remote desktop software to deliver timely support to users in remote or home office environments.
• Document problem resolution steps in the ticketing system, knowledge bases, troubleshooting manuals, and online documentation repositories.
• Assist in troubleshooting advanced technical issues within network and telecommunications environments, focusing on workstation‑level challenges.
• Act as a technical liaison to project managers, facilitating smooth integration and transition of new technology initiatives into production support.
• Maintain software and workstation image management, leveraging image deployment tools to perform imaging tasks efficiently.
• Identify areas for improvement in the technical support environment and collaborate with management to implement solutions.
• Ensure accurate, timely ticket documentation and resolution, adhering to established service level agreements.
• Collaborate with team members on assigned projects, contributing to a cohesive and productive work environment.
• Perform additional duties as assigned by management, demonstrating flexibility and a proactive mindset.

Essential Qualifications

• High school diploma or equivalent, with 0–2 years of relevant experience.
• Strong verbal and written communication skills, with a customer‑service orientation.
• Analytical mindset and problem‑solving aptitude, capable of diagnosing complex issues.
• Detail‑oriented, organized, and able to manage multiple tasks simultaneously.
• Ability to work independently and collaboratively within a team setting.
• Proficiency in following processes, procedures, and guidelines to ensure consistent customer experiences.
• Adaptability and flexibility to navigate ambiguity and change.
• Successful completion of the brighthush client vetting process is required.
• Availability to work Monday‑Friday, 10:30 AM–7:00 PM EST.

Preferred Qualifications

• Additional training or education in information technology, customer support, or related fields.
• Experience with remote desktop support tools and ticketing systems.
• Knowledge of network and telecommunications fundamentals.
• Familiarity with imaging software and workstation image management.
• Prior exposure to federal or government client environments.

Skills & Competencies

• Technical proficiency in Windows, macOS, and Linux operating systems.
• Strong troubleshooting and diagnostic capabilities.
• Excellent customer‑service orientation, with a focus on empathy and clarity.
• Effective time‑management and prioritization skills.
• Strong written communication for documentation and knowledge‑base contributions.
• Team collaboration and cross‑functional communication.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

While this assignment is temporary, brighthush offers a clear pathway for growth and skill enhancement. Participants will gain hands‑on experience with cutting‑edge support tools, exposure to federal project workflows, and mentorship from seasoned technicians. Successful performers may be considered for future permanent roles or advanced technical positions within brighthush’s expanding support organization. Additionally, brighthush provides access to internal training programs, certifications, and knowledge‑sharing sessions to foster ongoing professional development.

Work Environment & Company Culture

brighthush champions a remote, flexible work environment that values work‑life balance, diversity, and inclusion. Our culture is built on collaboration, transparency, and a shared commitment to delivering high‑quality service to our clients. Team members enjoy:

• Flexible scheduling within the defined work window.
• Regular virtual team huddles and knowledge‑sharing sessions.
• A supportive, inclusive atmosphere that encourages innovation.
• Opportunities to contribute to meaningful projects that impact millions of users.

Compensation & Benefits

Hourly rate: $21.53 (minimum and maximum). In addition to competitive pay, brighthush offers:

• Health, dental, and vision insurance options for temporary staff.
• Paid time off and holiday accruals.
• Professional development stipend for relevant certifications.
• Remote work stipend to support home‑office setup.
• Access to employee assistance programs and wellness resources.

How to Apply

Ready to make a tangible impact on a mission‑critical program while sharpening your technical and customer‑service skills? Join brighthush’s remote help desk team and contribute to a legacy of excellence. Click the link below to submit your application and take the first step toward an exciting, temporary role that could open doors to future opportunities.

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