Senior Customer Service Representative – Help Desk & Technical Support Specialist for Remote Healthcare IT Solutions at brighthush

About brighthush

brighthush is a leading provider of mission‑critical technology solutions that empower federal agencies and their partners to deliver essential services to millions of Americans. With a deep commitment to innovation, compliance, and customer success, brighthush partners with government clients to streamline access to vital healthcare information and benefits. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering high‑quality support that makes a real difference in people’s lives.

Why Join brighthush?

As a fully remote role, you’ll enjoy the flexibility to work from anywhere while being part of a dynamic, high‑impact team. At brighthush, we value your expertise, encourage professional growth, and reward your dedication with competitive compensation, comprehensive benefits, and a supportive work environment that celebrates diversity and inclusion.

Key Responsibilities

• Remote Desktop & Operational Support: Provide first‑line assistance to users across the brighthush network, troubleshooting hardware, software, and connectivity issues via remote desktop tools.
• Account & Access Management: Reset user IDs and passwords, unlock accounts, and resolve multi‑factor authentication (MFA) challenges to ensure secure and seamless access.
• Profile & Role Administration: Manage profile updates, approve or reject role requests, and maintain accurate user records in line with security policies.
• Data & Reporting Support: Address inquiries related to reports, data files, exchange processes, and supporting documentation, ensuring data integrity and compliance.
• Hardware & Software Maintenance: Install, configure, and support desktops, laptops, printers, scanners, and peripheral devices, including remote access hardware.
• Operating System & Image Management: Deploy and maintain various PC operating systems, manage workstation image libraries, and use image deployment tools to streamline updates.
• Advanced Troubleshooting: Diagnose and resolve complex technical issues within network and telecommunications environments, especially those affecting workstation performance.
• Project Liaison: Serve as a technical bridge between end‑users and project managers, facilitating smooth transitions of new technology initiatives into production support.
• Documentation & Knowledge Base: Create and update detailed written solutions in ticketing systems, knowledge bases, and online repositories to promote knowledge sharing and repeatable customer experiences.
• Continuous Improvement: Identify recurring support challenges, recommend process enhancements, and collaborate with management to implement solutions that elevate service quality.

Essential Qualifications

• High School diploma or equivalent with a minimum of 1 year of relevant experience.
• Strong verbal and written communication skills, with a proven ability to explain technical concepts to non‑technical audiences.
• Demonstrated analytical and problem‑solving abilities, capable of diagnosing issues quickly and accurately.
• Experience with remote desktop support tools and ticketing systems.
• Knowledge of Windows operating systems, PC hardware, and peripheral devices.
• Familiarity with multi‑factor authentication (MFA) and account management processes.
• Ability to follow established procedures and guidelines to ensure consistent, high‑quality service.
• Strong organizational skills, with the ability to manage multiple tasks and priorities in a fast‑paced environment.
• Self‑motivated and capable of working independently as well as collaboratively within a team.
• Successful completion of the brighthush client vetting process is required for employment.

Preferred Qualifications

• Additional training or education in IT support, cybersecurity, or a related field.
• Experience monitoring logs, scheduled events, and reporting on system anomalies.
• Proficiency with call center telephony equipment and customer support platforms.
• Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Prior government or federal agency experience, especially within healthcare or benefits administration.
• Understanding of compliance standards such as HIPAA, FISMA, or FedRAMP.

Skills & Competencies

• Technical Proficiency: Comfortable with troubleshooting hardware, software, and network issues; adept at using remote support tools.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building trust with users.
• Adaptability: Thrives in a dynamic environment, quickly adjusting to shifting priorities and new technologies.
• Collaboration: Works effectively with cross‑functional teams, including project managers, developers, and security specialists.
• Attention to Detail: Maintains meticulous documentation and follows procedures to ensure compliance and repeatability.
• Time Management: Balances multiple tickets, calls, and projects while meeting service level agreements.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Help Desk Technician, you’ll have the chance to:

• Progress to Technician II or Senior Support Specialist roles, taking on more complex technical challenges.
• Earn certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator.
• Participate in cross‑functional projects that expose you to new technologies, security protocols, and project management practices.
• Attend regular training sessions, webinars, and workshops to stay current with industry best practices and emerging tools.
• Contribute to process improvement initiatives, influencing how support is delivered across the organization.

Work Environment & Culture

brighthush fosters a culture of respect, innovation, and continuous improvement. Key highlights include:

• Fully remote work model with flexible hours (typically 11:00 AM – 7:30 PM EST) to accommodate diverse lifestyles.
• Collaborative virtual teams that value open communication and knowledge sharing.
• Inclusive workplace that celebrates diversity, equity, and belonging.
• Employee recognition programs that celebrate achievements and milestones.
• Access to a robust digital learning platform and mentorship opportunities.

Compensation & Benefits

While the base salary for this role is $21.53 per hour, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, holidays) and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Technology stipend to support a productive home‑office setup.

How to Apply

If you’re ready to join a mission‑driven organization that values your expertise and offers a platform for growth, we encourage you to apply today. Bring your passion for customer service, technical acumen, and commitment to excellence to brighthush, where you’ll help millions access vital healthcare information and benefits.

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