Senior Remote Help Desk Technician – Customer Support Specialist for CMS BOSC Program, Empowering Nationwide Healthcare Access at brighthush

About brighthush and the Mission‑Critical Healthcare Landscape

brighthush stands at the forefront of federal services, delivering secure, compliant, and mission‑driven solutions that empower millions of Americans to access vital healthcare information and benefits. Our partnership with the Centers for Medicare & Medicaid Services (CMS) places us at the heart of the nation’s most critical public health initiatives. As a remote‑first organization, brighthush blends cutting‑edge technology with a culture of collaboration, innovation, and continuous learning. We are not just a service provider; we are a catalyst for change, ensuring that every patient, provider, and policymaker can navigate complex healthcare systems with confidence and ease.

Why Join brighthush?

• Impactful Work: Every ticket you resolve directly supports patients, providers, and policymakers, helping them access essential healthcare services.
• Remote Flexibility: Work from anywhere in the United States with a reliable internet connection.
• Career Growth: Structured learning paths, mentorship programs, and clear advancement opportunities into senior technical or project‑management roles.
• Inclusive Culture: We celebrate diversity, champion equity, and foster an environment where every voice is heard.
• Competitive Compensation: Base salary, performance bonuses, and a comprehensive benefits package that includes health, dental, vision, and retirement plans.

Key Responsibilities

As a Remote Help Desk Technician at brighthush, you will be the first line of support for our CMS BOSC (Business Operations Support Center) client. Your role will blend technical troubleshooting, customer service, and cross‑functional collaboration to ensure seamless operations across the entire support lifecycle.

• Reset user IDs and passwords, unlock accounts, and resolve multi‑factor authentication (MFA) issues.
• Manage profile updates, including approval and rejection of role requests.
• Address inquiries related to reports, files, data exchange, and supporting documentation.
• Provide desktop, laptop, and peripheral support for remote and home‑office users.
• Install, configure, and maintain operating systems, printers, scanners, and other PC peripherals.
• Use remote desktop software to diagnose and resolve workstation‑level issues.
• Document problem resolution in ticketing systems, knowledge bases, and online repositories.
• Assist project managers in integrating new technology into production environments.
• Maintain software and workstation image management using deployment tools.
• Identify technical support gaps and recommend process improvements.
• Collaborate with team members on assigned projects and queues (calls, email, chat, ticketing).
• Adapt to shifting priorities and support additional programs within the broader BOSC portfolio as needed.

Essential Qualifications

• High school diploma or equivalent with a minimum of 1 year of related experience.
• Strong verbal and written communication skills, with a customer‑service‑oriented mindset.
• Proficiency in troubleshooting Windows and macOS environments.
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop).
• Ability to follow established processes, procedures, and guidelines to ensure repeatable customer experiences.
• Highly detail‑oriented, organized, and capable of managing multiple tickets simultaneously.
• Self‑motivated and able to work independently as well as collaboratively within a team.
• Availability to work Monday‑Friday, 7:00 AM–7:45 PM EST, with typical hours from 11:00 AM to 7:30 PM EST.
• Successful completion of the CMS client vetting process is required for employment.

Preferred Skills and Experience

• Additional training or education in information technology, computer science, or a related field.
• Experience monitoring logs, scheduled events, and reporting on anomalies.
• Familiarity with call center telephony equipment and ticketing systems.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Government or federal agency experience, especially with CMS or similar programs.
• Knowledge of security best practices, including MFA and role‑based access control.
• Experience with image deployment tools (e.g., Microsoft Deployment Toolkit, SCCM).

What You’ll Learn and Grow

At brighthush, we believe that learning is a continuous journey. As a Technician I, you will:

• Master the full lifecycle of desktop support, from installation to retirement.
• Develop expertise in federal compliance standards and security protocols.
• Gain exposure to cross‑functional teams, including project management, quality assurance, and cybersecurity.
• Participate in regular training sessions, webinars, and certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator).
• Advance into Technician II, Senior Support Specialist, or Technical Project Lead roles.

Career Growth Opportunities

brighthush is committed to nurturing talent and providing clear pathways for advancement. Your journey might include:

• Progression from Technician I to Technician II, with increased responsibility and higher compensation.
• Transition into a Senior Support Specialist role, focusing on complex issue resolution and mentorship.
• Movement into a Technical Project Lead position, overseeing project delivery, stakeholder communication, and cross‑team coordination.
• Opportunities to specialize in cybersecurity, compliance, or cloud infrastructure, supported by targeted training and certification programs.
• Access to leadership development programs that prepare you for future managerial roles.

Work Environment & Culture at brighthush

brighthush fosters a collaborative, inclusive, and flexible work environment. Our remote teams rely on transparent communication, shared knowledge bases, and a culture of continuous improvement. We celebrate successes, learn from challenges, and prioritize work‑life balance. Key cultural pillars include:

• Transparency: Open channels for feedback, regular town halls, and real‑time project dashboards.
• Collaboration: Cross‑functional teams that break down silos and promote knowledge sharing.
• Innovation: Encouragement to experiment, propose new ideas, and implement best practices.
• Well‑being: Employee wellness programs, mental health resources, and flexible scheduling.
• Diversity & Inclusion: Active initiatives to recruit, retain, and promote talent from underrepresented groups.

Compensation & Benefits

While the base hourly rate for this role is $21.53, we offer a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans with competitive coverage options.
• 401(k) retirement plan with company match to help you build long‑term wealth.
• Paid time off, holidays, and sick leave to support your personal and family needs.
• Professional development stipend and tuition reimbursement for certifications and courses.
• Employee wellness programs, including mental health resources and fitness stipends.
• Flexible work hours and a robust remote work policy that supports work‑life balance.
• Performance bonuses and recognition programs that reward exceptional contributions.

How to Apply

Ready to make a difference in the lives of millions while advancing your technical career? Submit your application through our career portal and join a team that values innovation, integrity, and impact. We look forward to learning how your skills and passion align with our mission.

Join brighthush Today!

We are committed to building a diverse workforce that reflects the communities we serve. If you are a motivated, customer‑centric technician with a passion for technology and public service, we encourage you to apply. Your expertise will help keep the nation’s healthcare systems running smoothly and securely.