Senior Remote Help Desk Technician & CMS Program Support Specialist – Delivering Nationwide Healthcare Support & Technology Solutions for brighthush

About brighthush and the Mission‑Critical Healthcare Landscape

brighthush stands at the forefront of federal technology partnerships, delivering secure, compliant, and high‑impact services that empower millions of Americans to access essential healthcare information and benefits. Our mission is simple yet profound: to ensure that every citizen can navigate the complex web of public health programs with confidence, clarity, and ease. By partnering with government agencies, we keep mission‑critical programs running smoothly, securely, and efficiently—every day, across every state.

What sets brighthush apart is our unwavering commitment to excellence, even while operating as a remote‑first organization. We empower our teams to work from anywhere, yet we maintain the same level of accountability, collaboration, and quality that our clients expect. If you thrive in a flexible environment and want to make a tangible difference, brighthush is the place for you.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven workforce tackling real‑world challenges in the public sector. Our culture is built on:

• Collaboration: Cross‑functional teams that break down silos and solve problems together.
• Continuous Learning: Ongoing training, certifications, and knowledge sharing.
• Impact: Every task contributes to improving public health outcomes for millions.
• Innovation: A culture that encourages experimentation and embraces new technologies.
• Inclusivity: A workplace that values diverse perspectives and promotes equity.

Whether you’re a seasoned IT professional or just starting your career in technical support, brighthush offers a platform for growth, innovation, and meaningful impact.

Key Responsibilities

• Remote Technical Support: Provide first‑line assistance to users nationwide, troubleshooting hardware, software, and network issues via remote desktop tools. Resolve incidents within SLA, ensuring minimal downtime for critical healthcare services.
• Identity & Access Management: Reset user IDs, passwords, and unlock accounts; resolve MFA challenges; manage profile updates and role requests in accordance with federal security protocols.
• System & Application Support: Resolve inquiries related to reports, files, data exchange, and supporting documentation for the brighthush BOSC program. Maintain knowledge base articles and troubleshoot application errors.
• Ticket Management: Log, track, and close tickets in the enterprise ticketing system (ServiceNow). Ensure accurate documentation, timely updates, and proper escalation when needed.
• Collaboration with Project Teams: Serve as a technical liaison to project managers, assisting with the integration and transition of new technology initiatives into production environments.
• Image & Deployment Management: Maintain software and workstation image repositories; use image deployment tools (e.g., MDT, SCCM) to streamline workstation provisioning and updates.
• Continuous Improvement: Identify recurring technical issues, propose solutions, and collaborate with management to enhance support processes and reduce incident volume.
• Cross‑Program Flexibility: Adapt to shifting priorities by providing temporary or ongoing support for additional programs within the broader BOSC portfolio.

Essential Qualifications

• High School diploma or equivalent with a minimum of 1 year of relevant experience in technical support.
• Strong verbal and written communication skills, with a customer‑service mindset.
• Proficiency in troubleshooting Windows and macOS operating systems, printers, scanners, and peripheral devices.
• Experience with remote desktop software (e.g., TeamViewer, Remote Desktop Services) and ticketing systems.
• Ability to follow established processes, procedures, and guidelines to deliver consistent, repeatable support.
• Detail‑oriented, organized, and capable of managing multiple tasks simultaneously.
• 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 brighthush client vetting process (a prerequisite for employment).
• Adaptability to ambiguity and change, with a proactive approach to problem‑solving.

Preferred Qualifications

• Additional training or education in information technology, cybersecurity, or a related field.
• 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).
• Prior government or federal agency experience (preferred).
• Knowledge of compliance standards such as HIPAA, FISMA, or NIST.

Core Skills & Competencies

• Technical troubleshooting across hardware, software, and network domains.
• Strong analytical and diagnostic reasoning.
• Excellent customer‑service orientation and empathy.
• Effective written communication for ticketing and knowledge‑base documentation.
• Team collaboration and cross‑functional communication.
• Time management and prioritization in a fast‑paced environment.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

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

• Progress to higher‑level support roles such as Technician II or Senior Support Specialist.
• Gain exposure to project management, system architecture, and cybersecurity initiatives.
• Participate in ongoing training programs, certifications, and workshops (e.g., CompTIA A+, Network+, Security+).
• Take on mentorship responsibilities, guiding new hires and sharing best practices.
• Contribute to process improvement projects that shape the future of our support operations.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and flexible work environment. Key cultural pillars include:

• Remote‑First Flexibility: Work from anywhere while staying connected through virtual collaboration tools.
• Mission‑Driven Purpose: Every task contributes to a larger goal of improving public health outcomes.
• Continuous Feedback: Regular performance reviews and open channels for feedback and ideas.
• Diversity & Inclusion: A workplace that values diverse perspectives and promotes equity.
• Well‑Being Support: Access to wellness resources, mental health support, and work‑life balance initiatives.

Compensation, Perks, and Benefits

brighthush offers a competitive compensation package that reflects your experience, skills, and the value you bring to our mission. While the exact hourly rate may vary based on role and location, typical ranges start at $21.53 per hour and increase with experience and performance. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance plans.
• Life and disability coverage.
• 401(k) retirement savings plan with employer match.
• Paid holidays, vacation, and sick leave.
• Professional development budget and tuition reimbursement.
• Employee recognition programs and performance bonuses.
• Flexible work schedule and remote work options.

Equal Opportunity & Accommodations

brighthush is an equal‑opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic. We provide reasonable accommodations throughout the hiring process for individuals with disabilities or medical conditions. If you need assistance at any stage—whether accessing job postings, completing assessments, or participating in interviews—please contact our People Operations team at [email protected].

How to Apply

Ready to make a difference? Submit your application through our careers portal or click the link below to start the process. We look forward to learning how your skills and passion align with brighthush’s mission.

Apply to brighthush Today

Closing Statement

As a Remote Help Desk Technician at brighthush, you’ll be at the frontline of technology support, ensuring that millions of users can access vital healthcare services without interruption. Your expertise will directly contribute to the success of mission‑critical programs that touch countless lives. If you’re driven by purpose, eager to grow, and ready to thrive in a collaborative, flexible environment, we invite you to join our team and help shape the future of public service technology.