Senior Desktop & Remote Support Specialist – Advanced Technical Troubleshooting & Help Desk Customer Service Leader at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers organizations across the public and private sectors to deliver exceptional digital experiences. With a focus on innovation, reliability, and customer satisfaction, brighthush has built a reputation for excellence in IT support, cloud services, and enterprise solutions. Our mission is to help our clients thrive in an ever‑evolving digital landscape by providing the right technology, the right people, and the right support.

Why brighthush is the Place to Grow Your IT Career

At brighthush, we’re more than a service provider – we’re a community of passionate technologists who thrive on solving complex problems and creating seamless user experiences. Our culture is built on collaboration, continuous learning, and a genuine commitment to work‑life balance. We invest in our people through comprehensive training programs, mentorship opportunities, and a clear career progression path. Whether you’re a seasoned professional or just starting your journey in IT support, brighthush offers the resources and environment you need to grow, innovate, and make a real impact.

Role Overview

The Senior Desktop & Remote Support Specialist is the first line of defense for end‑user technology issues across our diverse client portfolio. You’ll be responsible for diagnosing, troubleshooting, and resolving a wide range of hardware, software, and network problems, both on‑site and remotely. Your technical expertise, coupled with strong communication skills, will ensure that users experience minimal downtime and maximum productivity.

Key Responsibilities

• Deliver comprehensive desktop and operational support to assigned sites and remote offices, ensuring timely resolution of user issues.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, and peripheral devices, as well as remote access hardware.
• Deploy and maintain a variety of PC operating systems, including Windows, macOS, and Linux distributions.
• Diagnose and resolve complex technical problems, escalating when necessary to senior engineers or project managers.
• Utilize remote desktop software to deliver efficient, real‑time support to users in remote or home office environments.
• Document all incidents, resolutions, and knowledge base updates in the ticketing system, ensuring accurate and actionable records.
• Assist in troubleshooting advanced network and telecommunications issues that impact workstation performance.
• Act as a technical liaison to project managers, providing insights and support during technology rollouts and transitions.
• Maintain software and workstation image management, using deployment tools to image and update workstations as needed.
• Participate in continuous improvement initiatives, identifying areas for process enhancement and technology optimization.
• Collaborate with cross‑functional teams on projects, ensuring alignment with business objectives and technical requirements.
• Perform additional duties as assigned by management, demonstrating flexibility and a proactive mindset.

Essential Duties & Responsibilities

• Deliver remote support via calls, email, chat, and ticketing systems, ensuring a consistent and high‑quality customer experience.
• Identify and prioritize technical support opportunities, providing actionable recommendations to management.
• Maintain accurate ticket documentation, ensuring all incidents are resolved within agreed service level agreements.
• Work collaboratively within the help desk team, sharing knowledge and best practices to elevate overall team performance.
• Adapt to changing priorities and evolving technology landscapes, maintaining a flexible and solution‑oriented approach.

Required Qualifications

• High School diploma or equivalent; 1+ years of experience in a technical support role.
• Strong verbal and written communication skills, with a customer‑centric mindset.
• Proven analytical and problem‑solving abilities, capable of diagnosing complex issues quickly.
• Detail‑oriented, organized, and able to manage multiple tasks simultaneously.
• Ability to work independently and collaboratively within a team environment.
• Adaptability to ambiguity and change, with a willingness to learn new technologies.
• Successful completion of the CMS client vetting process is required.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST (typical hours 11:00 AM‑7:30 PM EST).

Preferred Qualifications

• Additional training or education in IT support, networking, or related fields.
• Experience monitoring logs, 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.

Skills & Competencies

• Technical troubleshooting across hardware, software, and network domains.
• Remote support tools (e.g., TeamViewer, Remote Desktop, VNC).
• Ticketing systems (e.g., ServiceNow, Jira Service Desk, Remedy).
• Operating system installation and configuration.
• Strong customer service orientation and conflict resolution.
• Time management and prioritization under tight deadlines.
• Team collaboration and knowledge sharing.
• Continuous improvement mindset and process optimization.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Senior Desktop & Remote Support Specialist, you’ll have access to:

• Structured training programs covering advanced operating systems, networking fundamentals, and security best practices.
• Mentorship from senior engineers and project managers, providing guidance on career development.
• Opportunities to transition into specialized roles such as Network Support Engineer, Systems Administrator, or Project Coordinator.
• Cross‑functional projects that expose you to new technologies and business processes.
• Certification support for industry‑recognized credentials (e.g., CompTIA A+, Network+, Security+).

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and dynamic work environment. Our values center around:

• Integrity: We uphold the highest standards of professionalism and ethical conduct.
• Innovation: We encourage creative problem‑solving and embrace new ideas.
• Customer Focus: We put our clients and end‑users at the heart of everything we do.
• Teamwork: We celebrate collective success and support one another’s growth.
• Work‑Life Balance: We offer flexible scheduling and remote work options to accommodate personal commitments.

Compensation & Benefits

brighthush offers a competitive hourly rate that reflects your experience and expertise. In addition to a fair base salary, you’ll enjoy a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans.
• Life and disability insurance.
• 401(k) retirement savings plan with company match.
• Paid holidays, vacation, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Employee recognition and reward programs.

Equal Opportunity Employer

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 are committed to creating a diverse and inclusive workplace where everyone can thrive.

Accommodations

brighthush provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or mental health concern. If you need 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? Click the link below to submit your application and join the brighthush team. We look forward to exploring how your skills and passion can contribute to our mission of delivering world‑class technology support.

Apply Now

Closing Statement

As a Senior Desktop & Remote Support Specialist at brighthush, you’ll be at the forefront of technology support, helping clients achieve operational excellence and user satisfaction. Your expertise will directly impact the productivity of thousands of users, while your growth will be nurtured through continuous learning and career advancement opportunities. If you’re driven, customer‑focused, and ready to make a difference, we invite you to apply today and become part of the brighthush family.