Seasoned Technical Support Specialist – Remote Help Desk & Brighthush Client Services (Brighthush Program)

About Brighthush

Brighthush is a leading federal partner dedicated to delivering mission‑critical services that empower citizens to access essential healthcare information and benefits. Leveraging cutting‑edge technology and a deep commitment to compliance, Brighthush supports a wide array of government programs, ensuring that millions of people receive the support they need, when they need it.

As a fully remote organization, Brighthush offers its team members the flexibility to work from anywhere while maintaining a collaborative, high‑performance culture. Our remote-first approach is complemented by a robust set of tools, continuous learning opportunities, and a focus on work‑life balance that keeps our employees engaged, productive, and proud to be part of a mission‑driven team.

Why Join Brighthush?

• Impactful Work: Every ticket you resolve directly supports citizens accessing vital healthcare services.
• Remote Flexibility: Work from home or any location that suits you, with a schedule that aligns with your lifestyle.
• Career Growth: Structured career paths, mentorship programs, and access to industry‑leading training.
• Inclusive Culture: Brighthush is an equal‑opportunity employer that values diversity, equity, and inclusion.
• Competitive Compensation: Starting hourly rate of $21.53, with opportunities for overtime and performance bonuses.
• Comprehensive Benefits: Health, dental, vision, 401(k) matching, paid time off, and more.

Key Responsibilities

As a Technician 1 – Help Desk Agent, you will be the first line of support for Brighthush’s Brighthush Program. Your day‑to‑day tasks will include:

• Providing remote desktop and operational support to users across multiple sites and home offices.
• Resetting user IDs, unlocking accounts, and troubleshooting multi‑factor authentication (MFA) challenges.
• Managing profile updates, approving or rejecting role requests, and ensuring user access aligns with security policies.
• Addressing inquiries related to reports, file transfers, data exchange, and supporting documentation.
• Installing, configuring, and maintaining desktops, laptops, printers, scanners, and peripheral devices.
• Deploying and updating operating systems, software, and workstation images using image deployment tools.
• Diagnosing and resolving hardware, software, and network issues, including advanced troubleshooting for network and telecommunications environments.
• Using remote desktop software to provide real‑time assistance to users in remote or home office settings.
• Documenting all support activities in the ticketing system, knowledge base, and troubleshooting manuals.
• Collaborating with project managers to integrate new technology initiatives into the production support environment.
• Identifying areas for improvement in the technical support environment and proposing solutions to management.
• Participating in team meetings, training sessions, and cross‑functional projects as assigned.

Essential Qualifications

• High school diploma or equivalent with a minimum of 1 year of relevant experience.
• Strong verbal and written communication skills, with a customer‑service mindset.
• Excellent analytical and problem‑solving abilities.
• Detail‑oriented, organized, and capable of managing multiple priorities.
• Ability to work independently and collaboratively within a team.
• Proficiency with remote support tools, ticketing systems, and Microsoft Office Suite.
• Experience with user account management, MFA, and basic network troubleshooting.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST (typical hours 11:00 AM‑7:30 PM EST).
• Successful completion of the Brighthush client vetting process is required for employment.

Preferred Skills & Qualifications

• Additional training or education in IT support, cybersecurity, or related fields.
• Experience monitoring logs, scheduled events, and reporting on system anomalies.
• Familiarity with call center telephony equipment and customer support workflows.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Prior government or federal agency experience.
• Knowledge of compliance standards such as HIPAA, FISMA, or NIST.

Career Development & Learning Opportunities

At Brighthush, we believe that continuous learning fuels innovation and career advancement. As a Technician 1, you will have access to:

• Structured onboarding and mentorship programs to accelerate your growth.
• Regular training sessions on emerging technologies, security best practices, and industry regulations.
• Opportunities to transition into senior support roles, project management, or specialized cybersecurity positions.
• Cross‑functional projects that expose you to different aspects of Brighthush’s operations.
• Leadership development workshops for those aspiring to managerial roles.

Work Environment & Culture

Brighthush’s remote culture is built on trust, transparency, and collaboration. Our team members enjoy:

• Flexible work hours that accommodate personal commitments.
• Regular virtual team‑building activities and open‑door communication with leadership.
• A culture that celebrates achievements, encourages innovation, and values diverse perspectives.
• Access to state‑of‑the‑art collaboration tools that keep the team connected regardless of location.

Compensation & Benefits

We offer a competitive hourly rate starting at $21.53, with the potential for overtime and performance‑based bonuses. In addition to base pay, Brighthush provides a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Flexible spending accounts and other financial wellness tools.

How to Apply

If you are passionate about delivering exceptional technical support, thrive in a remote environment, and want to make a tangible difference in people’s lives, we encourage you to apply today. Join Brighthush and become part of a team that is redefining how federal programs support citizens across the nation.

Ready to take the next step? Submit your application through our careers portal and let’s explore how your skills and aspirations align with Brighthush’s mission.