Senior Remote Help Desk Technician & Customer Service Specialist – Mission‑Critical CMS BOSC Support, Advanced IT Troubleshooting, Remote Desktop Services, and Career Advancement Path at brighthush

About brighthush

brighthush is a leading federal‑technology partner dedicated to transforming the way millions of Americans access health‑care information and benefits. In collaboration with the Centers for Medicare & Medicaid Services (CMS), brighthush designs, builds, and sustains secure, user‑centric platforms that enable clinicians, administrators, and beneficiaries to interact with critical health data anytime, anywhere. Our remote workforce is the engine that powers this national mission, delivering rapid, reliable, and compassionate technical support to a diverse user base that spans from frontline health‑care providers to senior citizens navigating their benefits online. By marrying cutting‑edge cloud and security technologies with a deep commitment to public service, brighthush is shaping the future of health‑care accessibility across the United States.

Why brighthush Is the Ideal Place to Grow Your Career

At brighthush, technology is only as valuable as the people it serves. This belief fuels an investment‑first culture where continuous learning, mentorship, and transparent career pathways are the norm. Whether you are an early‑career professional eager to master the fundamentals of IT support or a seasoned technician seeking to specialize in cybersecurity, network engineering, or program management, brighthush offers a clearly defined ladder—from Technician I to senior leadership roles. Our fully remote model provides the flexibility to balance personal commitments while contributing to a mission that directly impacts the health and well‑being of millions of Medicare and Medicaid beneficiaries. You will join a community that celebrates curiosity, collaboration, and measurable impact.

Key Responsibilities

• First‑Line Technical Support: Deliver empathetic, efficient assistance to CMS BOSC users for password resets, account unlocks, multi‑factor authentication (MFA) troubleshooting, and profile updates, ensuring minimal disruption to mission‑critical workflows.
• Hardware Troubleshooting: Diagnose and resolve issues with desktops, laptops, printers, scanners, and peripheral devices for both remote and on‑site users, reducing downtime and preserving productivity.
• Software & OS Management: Install, configure, and maintain operating systems (Windows, Linux) and related applications across a heterogeneous hardware portfolio, guaranteeing compliance with security standards and patch‑level requirements.
• Remote Desktop Support: Utilize secure remote‑access tools (e.g., TeamViewer, LogMeIn, Remote Desktop Protocol) to provide real‑time assistance, adhering to best practices for data protection and user privacy.
• Ticketing & Knowledge Management: Accurately document every incident in the ticketing system, contribute to a living knowledge base, and develop troubleshooting guides that empower both users and peers.
• Project Collaboration: Partner with project managers and development teams to transition new technology initiatives into production support, acting as the bridge between code deployment and end‑user experience.
• Image Deployment & Workstation Management: Assist in creating and deploying OS images, manage workstation inventories, and apply software updates to maintain consistency, security, and regulatory compliance across the enterprise.
• Trend Analysis & Process Improvement: Identify recurring support patterns, propose enhancements, and collaborate with leadership to implement solutions that elevate service quality and operational efficiency.
• Cross‑Functional Engagement: Participate in interdisciplinary teams, training sessions, and temporary assignments throughout the broader BOSC program, fostering a holistic understanding of the ecosystem.
• Compliance & Security: Rigorously follow CMS security protocols, complete the required client vetting process, and safeguard sensitive data at all times, upholding the highest standards of data integrity.

Essential Qualifications

• High school diploma or equivalent; a minimum of 1 + year of experience in IT support, help‑desk, or related technical roles.
• Exceptional verbal and written communication skills with a customer‑centric mindset that prioritizes clarity, empathy, and professionalism.
• Strong analytical thinking and problem‑solving abilities, capable of diagnosing complex technical issues under pressure.
• Meticulous attention to detail, organizational prowess, and the ability to manage multiple tickets simultaneously while meeting defined service‑level agreements (SLAs).
• Proficiency with remote support tools, ticketing platforms (e.g., ServiceNow, JIRA), and the Microsoft Office Suite (Word, Excel, PowerPoint).
• Hands‑on experience with MFA, account management, and basic network troubleshooting, including DNS, DHCP, and VPN connectivity.
• Demonstrated ability to work both independently and collaboratively within a virtual team environment, contributing to a culture of shared knowledge.
• Willingness to complete the CMS client vetting process and adhere to all security policies, procedures, and compliance requirements.
• Availability to work Monday‑Friday, 11:00 AM – 7:30 PM EST (flexible within the 7:00 AM – 7:45 PM window) to align with core business hours.

Preferred Qualifications

• Additional training or certifications in IT support, networking, or cybersecurity (e.g., CompTIA A+, Network+, Security+).
• Experience monitoring system logs, scheduled events, and generating reports on anomalies to proactively address potential issues.
• Familiarity with call‑center telephony equipment and customer‑support workflows, enhancing communication efficiency and call handling.
• Advanced proficiency in Microsoft Office tools (Excel pivot tables, PowerPoint design, Visio diagramming, Project scheduling) for reporting and process documentation.
• Previous experience in government or federal contracting environments, with an understanding of compliance requirements and secure workspaces.
• Knowledge of CMS or healthcare‑IT ecosystems, including exposure to electronic health record (EHR) systems, health‑information exchanges, or related platforms.

Skills & Competencies

• Technical Proficiency: Windows and Linux operating systems, Active Directory, MFA solutions, remote desktop utilities, imaging tools (e.g., SCCM, MDT), and foundational networking concepts.
• Customer Service Excellence: Empathy, patience, clear communication, and a proactive approach to anticipating user needs.
• Process Orientation: Strict adherence to standard operating procedures (SOPs), thorough documentation, and a focus on repeatable, scalable outcomes.
• Adaptability: Ability to thrive in a fast‑moving environment with shifting priorities, emerging technologies, and evolving regulatory landscapes.
• Team Collaboration: Knowledge sharing, peer support, and active participation in continuous‑improvement initiatives.
• Time Management: Prioritizing tickets, meeting SLAs, and balancing multiple responsibilities without compromising quality.

Career Growth & Learning Opportunities

brighthush views every Technician I as a future leader. Our structured career ladder enables progression to Technician II, Senior Technician, and specialized tracks such as Network Security Engineer, Cloud Architecture Analyst, or Project Management Officer. We sponsor industry‑recognized certifications (CompTIA, Microsoft, Cisco) and provide internal training programs covering emerging technologies like Zero‑Trust security, containerization, and automation scripting. Mentorship is embedded in our culture: seasoned professionals regularly coach junior staff, offering guidance on both technical challenges and career planning. Additionally, cross‑functional exposure—ranging from program management to data analytics—equips you with a versatile skill set that is highly transferable across the federal technology landscape and beyond.

Work Environment & Culture

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

Compensation & Benefits

brighthush offers a competitive hourly rate starting at $21.53, with opportunities for overtime, performance‑based bonuses, and merit increases. Our comprehensive benefits package includes medical, dental, and vision coverage; a 401(k) retirement savings plan with employer match; paid parental leave; and a professional‑development allowance to fund certifications, conferences, or coursework. Employees also receive mental‑health resources, an employee assistance program, and access to a robust onboarding experience that ensures a smooth transition into the role. Flexible work arrangements, ergonomic home‑office stipends, and a culture that values continuous improvement further enhance the total rewards offering.

How to Apply

If you are ready to join a mission‑driven team that values your expertise, encourages growth, and empowers you to make a tangible impact on the health of millions, we invite you to apply today. Submit your resume and a compelling cover letter through our online portal, highlighting how your skills, experience, and passion align with brighthush’s commitment to public service and technological excellence. Our recruitment team will review your application promptly and reach out to discuss next steps.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic. We celebrate diversity and are dedicated to creating an inclusive environment where every employee can thrive.