Senior Help Desk Customer Service Representative – Remote Technical Support for Federal Healthcare Systems at brighthush

About brighthush

brighthush is a leading technology partner dedicated to delivering mission‑critical solutions for the federal government. With a focus on healthcare, we empower agencies such as the Centers for Medicare & Medicaid Services (CMS) to provide seamless access to vital benefits for millions of Americans. Our remote‑first culture, commitment to innovation, and unwavering dedication to compliance make us a trusted ally in the public sector.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that thrives on solving complex problems, improving user experiences, and ensuring the highest standards of security and reliability. We offer:

• Fully remote work with flexible hours that fit your lifestyle.
• Competitive pay, comprehensive benefits, and a culture that values work‑life balance.
• Continuous learning opportunities, including certifications, workshops, and cross‑functional projects.
• A supportive environment where your ideas are heard and your growth is prioritized.

Position Overview

As a Help Desk Customer Service Representative at brighthush, you will provide frontline technical support to users of the CMS BOSC program. Your role will involve troubleshooting, account management, and ensuring that every user receives timely, accurate assistance. You will work closely with Technician II, project managers, and cross‑functional teams to maintain system integrity and user satisfaction.

Key Responsibilities

• Respond to user inquiries via phone, email, chat, and ticketing system, providing expert guidance on password resets, account unlocks, and MFA issues.
• Manage user profile updates, including approval and rejection of role requests, and maintain accurate records in the ticketing system.
• Diagnose and resolve desktop, laptop, printer, scanner, and peripheral hardware issues, ensuring minimal downtime for remote and home office users.
• Install, configure, and maintain a variety of operating systems and remote access tools, ensuring compliance with security protocols.
• Utilize remote desktop software to deliver real‑time support, documenting solutions in knowledge bases and troubleshooting manuals.
• Collaborate with project managers to integrate new technologies into the production environment, acting as a technical liaison when needed.
• Assist in maintaining software images and workstation image management, using deployment tools to streamline updates.
• Identify recurring technical challenges, propose improvements, and work with management to implement best practices.
• Participate in training and temporary support for other programs within the broader BOSC portfolio, demonstrating flexibility and adaptability.
• Adhere to all brighthush policies, procedures, and guidelines to ensure consistent, repeatable customer experiences.

Essential Qualifications

• High school diploma or equivalent with a minimum of 1 year of technical support experience.
• 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.
• Experience with remote desktop tools and ticketing systems (e.g., ServiceNow, Jira).
• Ability to work independently and collaboratively within a team.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST (typical shift 11:00 AM‑7:30 PM EST).
• Successful completion of the CMS client vetting process is required for employment.
• Adaptability to changing priorities and comfort with ambiguity.

Preferred Skills and Experience

• Additional training or education in IT support, networking, or cybersecurity.
• Experience monitoring logs, scheduled events, and reporting on anomalies.
• Familiarity with call center telephony equipment and call‑center workflows.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Prior government or federal agency experience, especially with CMS or healthcare systems.
• Knowledge of multi‑factor authentication (MFA) troubleshooting.

Skills & Competencies for Success

• Customer‑service excellence: empathy, patience, and a proactive approach to problem resolution.
• Technical proficiency: strong understanding of Windows, macOS, and Linux environments.
• Communication: clear, concise documentation and the ability to translate technical concepts for non‑technical users.
• Time management: prioritizing tickets, meeting SLAs, and balancing multiple support queues.
• Team collaboration: working with cross‑functional teams, sharing knowledge, and contributing to continuous improvement.
• Security awareness: adherence to data protection standards and confidentiality protocols.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and strengths. Starting as a Technician I, you can progress to Technician II, Senior Support Specialist, or even transition into project management, network administration, or cybersecurity roles. We support:

• Certification programs (e.g., CompTIA A+, Network+, Security+).
• Mentorship from senior engineers and managers.
• Cross‑training across different federal programs.
• Leadership development workshops and internal mobility initiatives.

Work Environment & Culture

brighthush fosters a culture of inclusion, innovation, and integrity. Our remote teams enjoy:

• Regular virtual team‑building events and open‑door leadership sessions.
• A transparent communication framework that keeps everyone informed.
• Recognition programs that celebrate achievements and milestones.
• Access to cutting‑edge tools and technologies that streamline support workflows.

Compensation & Benefits

While the base hourly rate for this role is $21.53, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Flexible work hours and remote work stipend.

Ready to Make an Impact?

If you’re passionate about delivering exceptional technical support, thrive in a fast‑paced federal environment, and want to grow your career with a forward‑thinking partner, brighthush invites you to apply today. Join us in shaping the future of healthcare technology and ensuring that millions of Americans receive the benefits they deserve.