Senior Customer Service Representative – Help Desk & Technical Support Specialist – Desktop, Remote, and Network Troubleshooting

Welcome to brighthush – Where Technology Meets Exceptional Customer Care

At brighthush, we’re redefining the way businesses experience technology support. Our mission is to empower organizations with reliable, innovative, and customer‑centric solutions that drive productivity and growth. As a rapidly expanding technology partner, we pride ourselves on fostering a culture of continuous learning, collaboration, and excellence. If you’re passionate about helping people solve tech challenges and thrive in a dynamic, fast‑paced environment, we want you on our team.

Why Join brighthush?

• Competitive Compensation: Starting at $21.53 per hour, with opportunities for overtime, performance bonuses, and a comprehensive benefits package.
• Career Growth: Clear pathways from entry‑level support to senior technical roles, team leadership, and specialized project management.
• Learning & Development: Access to in‑house training, vendor certifications, and mentorship programs that keep you ahead of industry trends.
• Inclusive Culture: A diverse, collaborative workplace that values every voice and promotes work‑life balance.
• Benefits: Health, dental, vision, life & disability insurance, a 401(k) retirement plan, paid holidays, paid time off, and flexible remote work options.

Key Responsibilities

As a Customer Service Representative – Help Desk at brighthush, you’ll be the frontline hero for our clients’ desktop and operational support needs. Your role will encompass a blend of technical troubleshooting, project support, and knowledge management.

• Assist Technician II in delivering desktop and operational support to assigned sites and remote offices.
• Install, configure, maintain, and support 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.
• Diagnose, resolve, and follow up on user concerns, providing clear, step‑by‑step guidance.
• Utilize remote desktop software to deliver timely support to users in remote offices or working from home.
• Document problem resolution in the ticketing system, knowledge bases, troubleshooting manuals, and online documentation repositories.
• Collaborate with network and telecommunications teams to troubleshoot advanced technical issues at the workstation level.
• Serve as a technical liaison to project managers, ensuring smooth integration and transition of new technology initiatives into production support.
• Maintain software and workstation image management, using image deployment tools to perform imaging tasks for workstations.
• Participate in continuous improvement initiatives, identifying areas for process enhancement and consulting with management.
• Perform additional duties as assigned by management, demonstrating flexibility and a proactive mindset.

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 orientation.
• Analytical and problem‑solving abilities, capable of following processes, procedures, and guidelines to deliver repeatable customer experiences.
• Highly detail‑oriented, organized, and timely, with a focus on delivering quality service.
• Ability to work independently and collaboratively within a team framework.
• 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 CMS client vetting process as a condition of employment.
• Adaptability, flexibility, and the capacity to manage ambiguity and change.

Preferred Skills & Qualifications

• Additional training or education in a specialized technical area.
• Experience monitoring logs and scheduled events, and reporting on anomalies.
• Familiarity with call center telephony equipment and customer support workflows.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Government or regulated industry experience is a plus.

Core Competencies for Success

• Technical Proficiency: Comfortable with desktop operating systems, peripheral devices, and remote support tools.
• Customer Focus: Empathy, patience, and a genuine desire to help users overcome technology challenges.
• Communication: Clear, concise, and professional communication across multiple channels (phone, email, chat, ticketing).
• Problem Solving: Structured approach to diagnosing issues, identifying root causes, and implementing effective solutions.
• Collaboration: Ability to work cross‑functionally with project managers, network teams, and other stakeholders.
• Continuous Improvement: Proactive mindset to suggest process enhancements and share best practices.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to long‑term success. As a Help Desk Representative, you’ll have access to:

• On‑the‑job training modules covering advanced troubleshooting, network fundamentals, and security best practices.
• Vendor‑sponsored certifications (e.g., CompTIA A+, Network+, Security+).
• Mentorship from senior support engineers and project managers.
• Opportunities to transition into specialized roles such as Systems Administrator, Network Support Specialist, or Project Coordinator.
• Leadership development programs for high‑performing team members.

Work Environment & Culture at brighthush

Our team thrives on collaboration, innovation, and a shared commitment to customer success. We foster an inclusive environment where every team member’s voice is heard and valued. Key cultural pillars include:

• Team Collaboration: Cross‑functional teams work together to deliver seamless support and drive project success.
• Customer‑First Mindset: Every decision is guided by the goal of exceeding client expectations.
• Continuous Learning: Regular knowledge‑sharing sessions, lunch‑and‑learns, and access to industry resources.
• Work‑Life Balance: Flexible scheduling, remote work options, and generous paid time off.
• Diversity & Inclusion: We celebrate diverse perspectives and are committed to creating an equitable workplace.

Compensation & Benefits

While the base hourly rate starts at $21.53, your total compensation package will include:

• Competitive hourly wage with overtime eligibility.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, and vision insurance plans.
• Life and disability coverage.
• 401(k) retirement plan with company match.
• Paid holidays, vacation, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and resources.

Equal Opportunity & Accommodations

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. We provide reasonable accommodations to individuals with disabilities throughout the hiring process. If you require assistance at any stage—accessing job postings, completing assessments, or participating in interviews—please contact our People Operations team at [email protected].

How to Apply

Ready to take the next step in your career? Submit your application through our careers portal or click the link below to apply directly. We look forward to exploring how your skills and passion can contribute to the brighthush mission.

Apply to this Job

Conclusion – Join the brighthush Team!

As a Customer Service Representative – Help Desk at brighthush, you’ll be at the heart of our client support ecosystem, ensuring that technology runs smoothly and users feel empowered. If you’re a motivated, tech‑savvy professional who thrives on solving problems, collaborating with diverse teams, and delivering outstanding customer experiences, we want to hear from you. Bring your expertise, grow your career, and help us shape the future of technology support.