Senior Remote Help Desk Customer Service Representative – CMS Support Specialist – Secure Federal IT Support Expert at brighthush

About brighthush and the Mission‑Critical Landscape

brighthush is a leading federal partner dedicated to delivering secure, compliant, and mission‑driven services that empower millions of Americans to access vital healthcare information and benefits. As a trusted ally of the Centers for Medicare & Medicaid Services (CMS), brighthush plays a pivotal role in ensuring that government programs run smoothly, efficiently, and with the highest level of integrity. Our work is more than technology; it’s about safeguarding the health and well‑being of the nation’s most vulnerable populations.

In a world where digital transformation is accelerating, brighthush stands at the forefront of innovation, blending cutting‑edge technology with a deep commitment to public service. We are proud to support CMS’s BOSC (Business Operations Support Center) program, a cornerstone initiative that streamlines data exchange, enhances user experience, and drives operational excellence across the healthcare ecosystem.

Why Join brighthush?

• Impactful Work – Every ticket you resolve directly supports millions of citizens who rely on CMS for essential health services.
• Remote Flexibility – This is a fully remote role, giving you the freedom to work from anywhere while staying connected to a dynamic, collaborative team.
• Professional Growth – We invest in your career with continuous learning, mentorship, and clear pathways to advancement.
• Inclusive Culture – brighthush champions diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Competitive Compensation & Perks – We offer a competitive salary, comprehensive benefits, and a suite of perks designed to support your well‑being.

Key Responsibilities

As a Senior Remote Help Desk Customer Service Representative, you will be the first line of support for brighthush’s CMS BOSC client. Your day‑to‑day tasks will include:

• Resetting user IDs and passwords, unlocking accounts, and troubleshooting multi‑factor authentication (MFA) issues.
• Managing profile updates, including approval and rejection of role requests.
• Addressing inquiries related to reports, files, data exchange, and supporting documentation.
• Providing remote desktop support to users in remote offices or working from home.
• Installing, configuring, maintaining, and supporting desktops, laptops, printers, scanners, and other PC peripherals.
• Deploying and maintaining software images using image deployment tools.
• Diagnosing, resolving, and documenting technical issues across operating systems, network, and telecommunications environments.
• Collaborating with project managers to integrate new technology initiatives into the production support environment.
• Serving as a technical liaison, ensuring clear communication between technical teams and stakeholders.
• Contributing to knowledge base creation, troubleshooting manuals, and online documentation repositories.
• Identifying areas for improvement in the support environment and recommending solutions to management.
• Participating in cross‑functional projects, training sessions, and temporary assignments across the broader BOSC program.

Essential Qualifications

We’re looking for candidates who bring a blend of technical acumen, customer‑centric mindset, and adaptability. The minimum requirements include:

• High School diploma or equivalent with at least 1 year of relevant experience.
• Strong verbal and written communication skills, with a focus on customer service.
• Analytical and problem‑solving abilities, capable of following processes and procedures to deliver consistent results.
• Detail‑oriented, organized, and timely in handling tasks.
• Ability to work independently and collaboratively within a team.
• Availability to work Monday‑Friday, 7:00 AM–7:45 PM EST (typical hours 11:00 AM–7:30 PM EST).
• Successful completion of the CMS client vetting process (a condition of employment).
• Adaptability to shifting priorities, ambiguity, and change.

Preferred Skills & Experience

While not mandatory, the following will give you a competitive edge:

• Additional training or education in IT support, networking, or cybersecurity.
• Experience monitoring logs, scheduled events, and reporting on anomalies.
• Proficiency with call center telephony equipment and customer support platforms.
• Experience in a government or federal agency environment.
• Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Familiarity with remote desktop software and ticketing systems.
• Prior exposure to image deployment and workstation image management.

What You’ll Gain at brighthush

Career Growth & Development

At brighthush, we believe in nurturing talent. You’ll have access to:

• Structured onboarding and continuous learning modules.
• Mentorship programs pairing you with senior technicians and project leads.
• Clear career ladders from Technician 1 to Technician 2, and beyond to senior support roles.
• Opportunities to transition into specialized tracks such as cybersecurity, network engineering, or project management.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll experience:

• Regular virtual team huddles and cross‑functional workshops.
• A culture that values work‑life balance, mental health, and personal well‑being.
• Inclusive policies that celebrate diversity and foster belonging.
• Access to digital collaboration tools that keep you connected, no matter where you’re located.

Compensation & Perks

While the base salary for this role starts at $21.53 per hour, we offer a comprehensive package that includes:

• Competitive base pay aligned with industry standards.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Professional development stipend for certifications and courses.
• Flexible work hours and remote work stipend.
• Employee wellness programs and mental health resources.

How to Apply

If you’re ready to make a tangible difference in the lives of millions while advancing your career in a supportive, forward‑thinking environment, we encourage you to apply today. Join brighthush and become part of a team that values innovation, integrity, and impact.

To submit your application, click the link below or visit our careers page for more information.