Senior Remote Tier 1 Help Desk Technician – Federal Healthcare Systems Support Specialist – Champion of Customer Experience at brighthush

Welcome to brighthush – Empowering Public Health Through Technology

At brighthush, we are on a mission to transform how citizens, healthcare providers, and federal agencies connect with the digital tools that keep our nation healthy. By delivering secure, compliant, and user‑friendly technology solutions, we bridge the digital divide and enable seamless access to vital healthcare services. As a Remote Tier 1 Help Desk Technician, you will be the frontline guardian of this mission, ensuring that users across the country can navigate complex systems with confidence and ease.

Role Overview – Your Impact as a Remote Tier 1 Help Desk Technician

In this role, you will provide first‑line technical support to a diverse user base that includes federal employees, healthcare providers, and community volunteers. Your day‑to‑day interactions will directly influence the efficiency of critical healthcare services, helping users resolve issues quickly and maintain uninterrupted access to essential resources. This position blends hands‑on troubleshooting with a customer‑centric mindset, making it ideal for individuals who thrive on problem‑solving and enjoy making a tangible difference in people’s lives.

Key Responsibilities – What You’ll Do Every Day

• Remote Desktop Support: Use industry‑standard remote tools (e.g., TeamViewer, Remote Desktop Services) to diagnose and resolve user issues from anywhere in the country.
• Account & Profile Management: Reset user IDs, unlock accounts, handle multi‑factor authentication challenges, and update profile settings to keep users securely connected.
• Hardware & Software Maintenance: Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices for both on‑site and remote users.
• Operating System & Image Management: Deploy and update Windows operating systems, maintain software image libraries, and use deployment tools (e.g., SCCM, MDT) to streamline imaging tasks.
• Ticketing & Knowledge Base: Log incidents in the ticketing system, provide detailed written updates, and contribute to troubleshooting manuals and online documentation.
• Advanced Troubleshooting: Diagnose network and telecommunications issues that impact workstation performance, including VPN, Wi‑Fi, and LAN connectivity.
• Project Liaison: Serve as a technical liaison to project managers, ensuring smooth integration of new technology into production environments.
• Continuous Improvement: Identify process gaps, collaborate with management, and implement solutions that enhance the support experience.
• Flexibility & Adaptability: Provide temporary or ongoing support for other programs within the brighthush portfolio as business needs evolve.

Essential Duties & Responsibilities – What You’ll Do Every Day

• Assist Technician II in delivering desktop and operational support to assigned sites and remote offices.
• Respond to calls, emails, chat, and ticketing system requests in a timely, professional manner.
• Document all support interactions accurately in the ticketing system and knowledge base.
• Collaborate with team members on assigned projects, ensuring alignment with team goals and deadlines.
• Maintain a high level of customer satisfaction by following up on resolved tickets and gathering feedback.

Required Qualifications – What You Need to Succeed

• High School diploma or equivalent.
• At least 1 year of experience in a technical support or help desk environment.
• Availability to work Monday‑Friday, 11:00 AM – 7:30 PM EST (flexible within the 7:00 AM – 7:45 PM window).
• Strong verbal and written communication skills, with a focus on customer service.
• Excellent analytical and problem‑solving abilities.
• Ability to follow established processes, procedures, and guidelines to deliver consistent support.
• Highly detail‑oriented, organized, and capable of managing multiple tasks simultaneously.
• Proficiency with remote desktop tools, ticketing systems, and Microsoft Office Suite.
• Successful completion of the brighthush client vetting process (a condition of employment).
• Adaptability to ambiguity, change, and shifting priorities.

Preferred Qualifications – What Will Set You Apart

• Additional training or education in information technology, computer science, or a related field.
• Experience monitoring logs, scheduled events, and reporting on system 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.
• Knowledge of security best practices, including MFA and role‑based access control.

Skills & Competencies – The Traits That Drive Success

• Customer‑First Mindset: A genuine desire to help users overcome technical challenges.
• Technical Aptitude: Comfortable troubleshooting hardware, software, and network issues.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Process Orientation: Adherence to documented procedures and continuous improvement of support workflows.
• Team Collaboration: Ability to work independently and as part of a cross‑functional team.
• Time Management: Prioritizing tasks to meet service level agreements and deadlines.
• Adaptability: Thriving in a dynamic environment with evolving priorities.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we believe in investing in our people. As a Tier 1 Technician, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on emerging technologies, security protocols, and industry best practices.
• Clear career pathways to advance into Senior Technician, Team Lead, or Project Management roles.
• Opportunities to participate in cross‑functional projects, expanding your skill set beyond help desk support.
• Access to a comprehensive learning portal with certifications, webinars, and knowledge bases.

Work Environment & Company Culture – Why brighthush is a Great Place to Work

Our remote‑first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative team. We value:

• Transparency and open communication across all levels.
• Work‑life balance, with flexible scheduling and generous paid time off.
• Diversity, equity, and inclusion, ensuring every voice is heard and respected.
• Recognition of achievements through performance awards and peer‑to‑peer shout‑outs.
• Community engagement initiatives that allow employees to give back to the public health sector.

Compensation & Benefits – What You’ll Receive

While the base salary for this role is $21.53 per hour, we offer a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans.
• Retirement savings plan with employer matching.
• Paid holidays, sick leave, and vacation time.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Flexible work arrangements and a fully remote work environment.

How to Apply – Take the Next Step in Your Career

If you are passionate about delivering exceptional customer service, thrive in a fast‑paced environment, and want to make a tangible impact on the nation’s healthcare system, we encourage you to apply today. Join brighthush and become part of a team that values innovation, integrity, and the well‑being of every citizen.