Senior Customer Support Specialist – Help Desk & Remote Desktop Services – Desktop & Network Troubleshooting Expert at brighthush

About brighthush and the Opportunity

brighthush is a forward‑thinking technology partner that empowers businesses to deliver seamless digital experiences. With a focus on cloud‑native solutions, cybersecurity, and data analytics, we help our clients transform operations and create value for their customers. Our culture is built on collaboration, continuous learning, and a commitment to excellence. As we expand our support footprint, we’re looking for a dedicated Customer Support Specialist to join our Help Desk team. In this role, you’ll be the first line of defense for end‑users, ensuring that every ticket is resolved quickly, accurately, and with a smile.

Why brighthush?

• Impactful Work – Your support will directly influence user productivity and satisfaction across multiple sites.
• Growth Pathways – From Help Desk to Technical Support Engineer, or into project integration and deployment, we provide clear career ladders.
• Learning Culture – Access to internal training, certifications, and mentorship programs.
• Inclusive Environment – We celebrate diversity and foster a workplace where every voice is heard.
• Competitive Compensation – Base salary, performance bonuses, and a comprehensive benefits package.

Key Responsibilities

As a Customer Support Specialist, you will:

• Provide first‑line technical support for desktops, laptops, printers, scanners, and other peripherals across on‑site and remote locations.
• Install, configure, and maintain operating systems (Windows, macOS, Linux) and remote access solutions.
• Diagnose and resolve hardware, software, and network issues using remote desktop tools and on‑site troubleshooting.
• Document every interaction in the ticketing system, ensuring accurate status updates and knowledge‑base entries.
• Collaborate with project managers to support technology roll‑outs, migrations, and production transitions.
• Maintain workstation image libraries and deploy images using imaging software.
• Identify recurring problems, propose process improvements, and present findings to management.
• Participate in on‑call rotations and shift coverage as required.
• Assist in advanced network and telecommunications troubleshooting when escalated.
• Perform any additional duties that support the team’s objectives.

Essential Qualifications

• High School diploma or equivalent; associate or bachelor’s degree preferred.
• Minimum 1 year of experience in a help desk or technical support role.
• Strong verbal and written communication skills, with a customer‑centric mindset.
• Proficient in troubleshooting Windows and macOS environments.
• Experience with remote desktop tools (e.g., TeamViewer, AnyDesk).
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Ability to follow documented processes and maintain meticulous records.
• Self‑motivated, detail‑oriented, and capable of working independently or within a team.
• Adaptability to changing priorities and willingness to learn new technologies.
• Successful completion of the CMS client vetting process is required.

Preferred Skills & Experience

• Experience with imaging tools such as Acronis or Clonezilla.
• Knowledge of log monitoring and scheduled event analysis.
• Familiarity with call center telephony systems and ticketing platforms.
• Proficiency in productivity suite (Microsoft Office, Google Workspace, etc.).
• Government or regulated industry experience.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent.

What You’ll Gain

At brighthush, we invest in your professional growth:

• Structured onboarding and mentorship from seasoned engineers.
• Access to a library of technical courses and vendor certifications.
• Opportunities to lead small projects or initiatives that improve support workflows.
• Clear performance metrics that translate into career advancement.
• Regular feedback sessions and career development planning.

Work Environment & Culture

Our Help Desk team operates in a hybrid model, combining on‑site presence at our regional hubs with remote support for distributed users. We value flexibility, but also expect a strong sense of accountability and teamwork. The environment is fast‑paced yet collaborative, with a focus on problem‑solving and continuous improvement. We celebrate successes, learn from challenges, and maintain a culture of respect and inclusion.

Compensation & Benefits

While the base hourly rate for this role starts at $21.53, the total compensation package includes:

• Competitive base pay aligned with market rates and experience.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance plans.
• Life and disability coverage.
• 401(k) retirement savings plan with company match.
• Paid holidays, vacation, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and flexible work arrangements.

Equal Opportunity & Accommodations

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require accommodations during any part of the hiring process, please contact our People Operations team at [email protected].

How to Apply

Ready to make a difference? Submit your application through our career portal or click the link below to start the process. We look forward to learning how your skills and passion align with brighthush’s mission.

Apply to this position

Join brighthush Today!

Be part of a team that values innovation, collaboration, and customer success. Your expertise will help shape the future of technology support at brighthush. Apply now and take the next step in your career.