Senior Desktop Support Technician & Help Desk Specialist – Hybrid Remote & On‑Site Customer Success Champion at brighthush – Driving Seamless Digital Experiences Across Public & Private Sectors

About brighthush and the Opportunity

At brighthush, we are redefining what it means to provide world‑class IT support. Our mission is to empower organizations—whether in the public sector, private industry, or non‑profit space—to deliver flawless digital experiences to their end‑users. By blending cutting‑edge technology with a customer‑centric mindset, we transform complex IT landscapes into agile, secure, and intuitive ecosystems. As part of our rapidly expanding support team, you will become the frontline guardian of user satisfaction, ensuring that every employee, partner, and client receives timely, effective, and professional assistance.

We are looking for a seasoned Desktop Support Technician who thrives in a fast‑paced, collaborative environment. If you have a passion for troubleshooting, a knack for clear communication, and a commitment to delivering outstanding service, we invite you to join brighthush and help shape the future of IT support.

Key Responsibilities

As a Desktop Support Technician at brighthush, you will be the first line of defense for our users’ technical challenges. Your day‑to‑day tasks will include:

• Remote & On‑Site Support: Provide comprehensive assistance via phone, chat, email, and remote desktop tools to resolve hardware, software, and connectivity issues for users across multiple locations.
• Hardware Management: Install, configure, maintain, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices, ensuring optimal performance and minimal downtime.
• Operating System & Software Support: Deploy and support a range of PC operating systems (Windows, macOS, Linux) and application suites, including troubleshooting installation and compatibility problems.
• Ticketing & Documentation: Log all incidents in the ticketing system, provide detailed updates, and create or update knowledge‑base articles to facilitate knowledge sharing and repeatable solutions.
• Advanced Troubleshooting: Collaborate with network and telecommunications teams to diagnose workstation‑level issues that may involve network configuration, VPN, or firewall settings.
• Project Liaison: Act as a technical bridge between support staff and project managers, ensuring smooth handover of new technology deployments and updates into the production environment.
• Image Management: Use imaging tools to deploy standardized workstation images, perform updates, and maintain consistency across the organization’s device fleet.
• Continuous Improvement: Identify recurring pain points, recommend process enhancements, and work with management to implement best practices that elevate the support experience.
• Team Collaboration: Participate in daily stand‑ups, share insights, and support peers on cross‑functional initiatives to meet team goals.
• Additional Duties: Perform any other tasks assigned by management that contribute to the overall success of the support function.

Essential Qualifications

• High school diploma or equivalent; additional technical training or certification is a plus.
• Minimum of 1 year of hands‑on desktop support experience in a corporate or agency environment.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical users.
• Proven analytical and problem‑solving abilities, capable of diagnosing complex issues and delivering effective solutions.
• Detail‑oriented, organized, and able to manage multiple tickets simultaneously while maintaining high quality.
• Self‑motivated and capable of working independently, yet collaborative within a team setting.
• Adaptable to changing priorities, comfortable with ambiguity, and resilient under pressure.
• Ability to follow established processes, procedures, and guidelines to ensure consistent customer experiences.
• Availability to work Monday‑Friday, 11:00 AM – 7:30 PM EST (flexible within the 7:00 AM – 7:45 PM EST window).
• Successful completion of the CMS client vetting process is required for employment.

Preferred Qualifications

• Additional training or certification in IT support (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate).
• Experience monitoring system logs, scheduled events, and generating reports on anomalies.
• Familiarity with call center telephony equipment and ticketing systems.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Background in government or regulated environments, with an understanding of compliance and security standards.
• Experience with imaging and deployment tools such as Microsoft Deployment Toolkit (MDT) or System Center Configuration Manager (SCCM).

Skills & Competencies

• Technical Proficiency: Solid understanding of Windows, macOS, and Linux operating systems; hardware troubleshooting; peripheral device support.
• Remote Support Tools: Skilled in using remote desktop solutions (TeamViewer, Remote Desktop Services, AnyDesk).
• Customer Service Excellence: Empathy, patience, and a proactive attitude toward resolving user issues.
• Communication: Clear, concise written and verbal communication; ability to document solutions effectively.
• Process Adherence: Commitment to following ticketing workflows, escalation procedures, and quality standards.
• Team Player: Willingness to collaborate, share knowledge, and support peers.
• Continuous Learning: Eagerness to stay current with emerging technologies and industry best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Desktop Support Technician, you will have the opportunity to:

• Progress to a Senior Support Engineer role, taking on more complex incidents and leading projects.
• Transition into specialized areas such as Network Operations, Security Operations, or Cloud Services.
• Earn industry certifications through our sponsorship program, covering areas like Microsoft, Cisco, and CompTIA.
• Participate in cross‑functional teams, gaining exposure to project management, IT strategy, and business analysis.
• Attend workshops, webinars, and conferences to stay ahead of technology trends.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and inclusivity. Our support team operates in a hybrid model, offering flexibility for remote work while encouraging in‑office collaboration when needed. We celebrate diversity, encourage open dialogue, and reward creativity. Employees enjoy:

• Regular team‑building events and community service initiatives.
• Access to a modern, ergonomic workspace equipped with the latest tools.
• A supportive mentorship program that pairs new hires with experienced colleagues.
• Recognition programs that highlight outstanding performance and teamwork.

Compensation & Benefits

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

• Competitive salary aligned with market rates and individual experience.
• 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 budget and tuition reimbursement.
• Employee wellness programs and flexible work arrangements.

We are committed to transparency and fairness in compensation. Your salary will reflect your skills, experience, and the value you bring to our team.

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 learning how your expertise can help us deliver exceptional support to our users.

Apply To This Job

Equal Opportunity Statement

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.

Accommodations

brighthush provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you need assistance at any stage of the application process—including accessing job postings, completing assessments, or participating in interviews—please contact People Operations at [email protected].