Senior Remote Help Desk Technician & Customer Service Specialist – Delivering Mission‑Critical CMS BOSC Support at brighthush

About brighthush

brighthush is a leading federal technology partner that delivers secure, reliable, and user‑centric solutions to the Centers for Medicare & Medicaid Services (CMS). With a focus on public service, we empower millions of Americans to access vital healthcare information and benefits through cutting‑edge technology. Our remote workforce is the backbone of this mission, ensuring that every user—from frontline clinicians to beneficiaries—receives timely, high‑quality support no matter where they are located.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that technology is most powerful when it serves people. That means we invest heavily in our people, offering continuous learning, mentorship, and a clear career ladder that spans from Technician I to senior leadership roles in cybersecurity, network engineering, and program management. Our fully remote model gives you the flexibility to balance work and life while contributing to a national mission that touches millions of Medicare and Medicaid beneficiaries. Whether you’re a seasoned IT professional or just starting out, you’ll find a culture that values curiosity, collaboration, and impact.

Key Responsibilities

• First‑Line Technical Support: Provide empathetic, efficient assistance to CMS BOSC users for password resets, account unlocks, MFA troubleshooting, and profile updates.
• Hardware Troubleshooting: Diagnose and resolve issues with desktops, laptops, printers, scanners, and peripheral devices for both remote and on‑site users, minimizing downtime.
• Software & OS Management: Install, configure, and maintain operating systems and related applications across a diverse hardware portfolio, ensuring systems remain secure and up‑to‑date.
• Remote Desktop Support: Use secure remote tools to deliver real‑time assistance to users in home or remote office settings, following best practices for data protection.
• Ticketing & Knowledge Management: Document every incident in the ticketing system, contributing to knowledge bases and troubleshooting guides that empower users and peers.
• Project Collaboration: Work closely with project managers to transition new technology initiatives into production support, bridging the gap between development and end‑users.
• Image Deployment & Workstation Management: Assist in deploying OS images, managing workstation inventories, and applying software updates to maintain consistency, security, and compliance.
• Trend Analysis & Process Improvement: Identify recurring support patterns, propose process enhancements, and collaborate with management to implement solutions that elevate service quality.
• Cross‑Functional Engagement: Participate in cross‑functional teams, training sessions, and temporary assignments across the broader BOSC program as business needs evolve.
• Compliance & Security: Maintain strict adherence to CMS security protocols, complete the required client vetting process, and safeguard sensitive data at all times.

Essential Qualifications

• High school diploma or equivalent; 1+ year of experience in IT support or help desk roles.
• Strong verbal and written communication skills with a customer‑centric mindset that prioritizes clarity and empathy.
• Analytical thinking and problem‑solving abilities, capable of troubleshooting complex technical issues under pressure.
• Attention to detail, organization, and the ability to manage multiple tickets simultaneously while meeting service level agreements.
• Proficiency with remote support tools, ticketing systems, and Microsoft Office Suite (Word, Excel, PowerPoint).
• Experience with MFA, account management, and basic network troubleshooting, including DNS, DHCP, and VPN connectivity.
• Ability to work independently and collaboratively within a virtual team, contributing to a culture of shared knowledge.
• Willingness to complete the CMS client vetting process and adhere to all security policies and procedures.
• Availability to work Monday‑Friday, 11:00 AM – 7:30 PM EST (flexible within the 7:00 AM – 7:45 PM window).

Preferred Qualifications

• Additional training or certification in IT support, networking, or cybersecurity (e.g., CompTIA A+, Network+, Security+).
• Experience monitoring logs, scheduled events, and reporting on anomalies to pre‑emptively address potential issues.
• Familiarity with call center telephony equipment and customer support workflows, enhancing communication efficiency.
• Proficiency in advanced Microsoft Office tools (Excel, PowerPoint, Visio, Project) for reporting and process documentation.
• Previous government or federal contracting experience, understanding of compliance requirements and secure environments.
• Knowledge of CMS or healthcare IT environments, including familiarity with electronic health record (EHR) systems.

Skills & Competencies

• Technical Proficiency: Windows/Linux OS, Active Directory, MFA, remote desktop, imaging tools, and basic networking.
• Customer Service Excellence: Empathy, patience, clear communication, and a proactive approach to user needs.
• Process Orientation: Following SOPs, documenting solutions, and ensuring repeatable outcomes that drive efficiency.
• Adaptability: Thriving in a fast‑moving environment with shifting priorities and evolving technology.
• Team Collaboration: Sharing knowledge, supporting peers, and contributing to continuous improvement initiatives.
• Time Management: Prioritizing tickets, meeting SLAs, and balancing multiple responsibilities without compromising quality.

Career Growth & Learning Opportunities

At brighthush, we view every Technician I as a future leader. Our structured career ladder allows you to progress to Technician II, Senior Technician, or specialized roles in network security, cloud architecture, or project management. We provide access to industry certifications, internal training programs, and mentorship from seasoned professionals. Your work directly influences the quality of care for millions of Medicare and Medicaid beneficiaries, giving your career purpose and impact. Cross‑functional exposure—ranging from program management to data analytics—ensures you develop a versatile skill set that is highly transferable across the federal technology landscape.

Work Environment & Culture

• Fully Remote Work Model: Work from anywhere with a reliable internet connection, supported by a robust virtual collaboration platform.
• Inclusive, Collaborative Culture: Diversity, equity, and belonging are core values, reflected in our hiring practices, team interactions, and community outreach.
• Regular Virtual Team Huddles: Daily stand‑ups, knowledge‑sharing sessions, and social events keep the team connected and engaged.
• Work‑Life Balance: Flexible scheduling, paid time off, health benefits, and wellness programs help you recharge and stay productive.
• Transparent Leadership: Open communication from senior leaders, regular town‑halls, and a focus on employee feedback ensure everyone feels heard.
• Innovation & Continuous Learning: We encourage experimentation, provide learning budgets, and celebrate innovative solutions that improve service delivery.

Compensation & Benefits

Competitive hourly rate starting at $21.53, with potential for overtime and performance bonuses. In addition to base pay, brighthush offers a comprehensive benefits package that includes health, dental, vision, retirement savings plans, and professional development allowances. All employees receive a robust onboarding program and ongoing support to ensure success in their roles. We also provide access to mental health resources, flexible work arrangements, and a culture that values continuous learning and innovation.

How to Apply

If you’re ready to join a mission‑driven team that values your expertise and empowers you to grow, we encourage you to apply today. Submit your resume and cover letter through our online portal, and let’s explore how you can help brighthush deliver exceptional service to CMS beneficiaries. We look forward to learning how your skills and passion align with our commitment to public service and technological excellence.

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. We celebrate diversity and are committed to creating an inclusive environment for all employees.