Senior Remote Help Desk Customer Service Representative – Technical Support & Client Success

About brighthush and the Opportunity

brighthush is a leading federal partner that delivers mission‑critical services to the Centers for Medicare & Medicaid Services (CMS). Our work empowers millions of Americans to access vital healthcare information and benefits, ensuring that public programs run smoothly and securely. As a fully remote organization, brighthush values flexibility, innovation, and a culture of continuous learning. We are currently expanding our help desk team and invite you to join a dynamic, high‑impact environment where your technical expertise and customer‑centric mindset will make a real difference.

Why This Role Matters

In the fast‑moving world of federal health services, every user’s access to data and systems can affect patient care and program integrity. As a Technician 1 – Help Desk Agent, you will be the first line of defense for users across the BOSC 1 program and beyond. Your work will keep critical systems running, protect sensitive information, and support the seamless delivery of healthcare benefits to millions of citizens.

Key Responsibilities

• Account Management & Security: Reset user IDs and passwords, unlock accounts, and troubleshoot multi‑factor authentication (MFA) issues to ensure secure and timely access.
• Profile & Role Administration: Manage profile updates, approve or reject role requests, and maintain accurate user records in line with policy.
• Technical Support: Resolve inquiries related to reports, files, data exchange, and supporting documentation. Provide remote assistance via desktop software for users in remote offices or home environments.
• Hardware & Software Maintenance: Install, configure, and support desktops, laptops, printers, scanners, and remote access devices. Deploy and maintain various PC operating systems and imaging software.
• Advanced Troubleshooting: Diagnose and resolve complex issues in network and telecommunications environments, especially those affecting workstation performance.
• Project Liaison: Serve as a technical liaison to project managers, assisting with integration and transition of new technology initiatives into production support.
• Documentation & Knowledge Sharing: Update ticketing systems, knowledge bases, and troubleshooting manuals. Contribute to the creation of clear, user‑friendly documentation.
• Team Collaboration: Work within a structured team framework, collaborating on projects, sharing insights, and identifying areas for process improvement.
• Flexibility & Adaptability: Respond to shifting priorities, including temporary or ongoing support for other programs within the broader BOSC portfolio.
• Continuous Improvement: Identify opportunities to enhance the technical support environment and recommend solutions to management.

Essential Qualifications

• High school diploma or equivalent with a minimum of 1 year of relevant experience.
• Strong verbal and written communication skills, with a customer‑service orientation.
• Excellent analytical and problem‑solving abilities, capable of following detailed processes and procedures.
• Highly detail‑oriented, organized, and able to manage multiple tasks efficiently.
• Proficiency in remote desktop support tools and ticketing systems.
• Ability to work independently and collaboratively within a team.
• 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.
• Adaptability to ambiguity and change, with a proactive mindset.

Preferred Skills & Qualifications

• 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 is a plus.
• Knowledge of compliance standards such as HIPAA, FISMA, or NIST.

Skills & Competencies for Success

• Technical Acumen: Comfortable with Windows, macOS, and Linux environments; adept at installing and troubleshooting hardware and software.
• Customer‑Centric Mindset: Empathy for users, patience in high‑pressure situations, and a commitment to delivering a positive experience.
• Process Orientation: Ability to adhere to established guidelines while identifying opportunities for improvement.
• Communication: Clear, concise written and verbal communication, especially when documenting solutions in knowledge bases.
• Team Player: Willingness to collaborate, share knowledge, and support peers.
• Learning Agility: Eagerness to stay current with evolving technologies and industry best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Technician 1, you will have the chance to:

• Progress to Technician 2 or Senior Support Engineer roles, taking on more complex technical challenges.
• Participate in cross‑functional projects, gaining exposure to new technologies and federal program initiatives.
• Access continuous learning resources, including vendor‑certified training, cybersecurity workshops, and leadership development programs.
• Earn industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Azure Fundamentals.
• Contribute to process improvement initiatives, influencing how support is delivered across the organization.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, transparency, and innovation. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and knowledge‑sharing sessions.
• Collaborative project management tools (e.g., Jira, Confluence).
• Regular feedback loops and performance reviews.
• Access to a digital library of resources, webinars, and industry publications.

We celebrate diversity and are committed to creating an environment where every employee feels valued and empowered to contribute their best.

Compensation, Perks & Benefits

While the base hourly rate for this role is $21.53, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive salary with performance‑based bonuses.
• Health, dental, and vision insurance plans.
• Flexible paid time off and holiday schedule.
• 401(k) retirement plan with company match.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Access to a modern, fully‑equipped home office setup (equipment stipend).

How to Apply

If you are ready to bring your technical expertise and customer‑service passion to a mission‑driven organization, we encourage you to apply today. Join brighthush and help shape the future of federal health services while advancing your career in a supportive, innovative environment.

Apply now and become a vital part of brighthush’s commitment to Apply for this job