Senior Technical Support Specialist – Help Desk & Customer Service Lead (Remote) – Championing Federal Healthcare IT Excellence at brighthush

Welcome to brighthush – Where Technology Meets Public Service

At brighthush, we are redefining the way federal technology support is delivered. Partnering with the Centers for Medicare & Medicaid Services (CMS), we provide mission‑critical IT services that empower millions of Americans to access vital healthcare information and benefits. Our remote‑first culture, collaborative teams, and relentless focus on continuous learning create an environment where talent thrives and impact is tangible. If you’re passionate about technology, customer service, and public‑sector innovation, brighthush offers a platform to grow your career while making a real difference in people’s lives.

Role Overview

We are seeking a highly motivated Senior Technical Support Specialist – Help Desk & Customer Service Lead to join our dynamic remote support team. In this role, you will be the first line of defense for CMS users, troubleshooting a wide range of technical issues, and ensuring the integrity of our secure, mission‑driven environment. Your work will directly influence the efficiency and reliability of CMS’s critical programs, ensuring that healthcare beneficiaries receive timely and accurate support.

Key Responsibilities

• Respond to user inquiries via phone, email, chat, and ticketing system, delivering clear, courteous, and effective assistance.
• Reset user IDs, passwords, and unlock accounts while maintaining strict security protocols.
• Troubleshoot multi‑factor authentication (MFA) issues and resolve access challenges for remote and home‑office users.
• Manage profile updates, including approval and rejection of role requests, ensuring compliance with CMS policies.
• Address inquiries related to reports, files, data exchange, and supporting documentation, guiding users through complex processes.
• Install, configure, and maintain desktops, laptops, printers, scanners, and other PC peripherals, as well as remote access devices.
• Support a variety of operating systems, diagnosing and resolving hardware and software issues at the workstation level.
• Use remote desktop tools to provide on‑site support for users in remote offices or home environments.
• Document all incidents and resolutions in the ticketing system, contributing to knowledge base articles and troubleshooting manuals.
• Assist in advanced network and telecommunications troubleshooting, collaborating with senior technicians and project managers.
• Serve as a technical liaison to project managers, facilitating smooth transitions of new technology initiatives into production support.
• Maintain software and workstation image management, using deployment tools to perform imaging tasks efficiently.
• Identify areas for improvement in the technical support environment and recommend solutions to management.
• Participate in ongoing training and cross‑functional projects, demonstrating flexibility and adaptability to shifting priorities.

Essential Qualifications

• High school diploma or equivalent with at least 1 year of relevant experience.
• Strong verbal and written communication skills, with a customer‑service mindset.
• Analytical thinking and problem‑solving abilities, capable of following established processes and procedures.
• Detail‑oriented, organized, and able to manage multiple tickets simultaneously.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Ability to work independently and collaboratively within a team environment.
• Availability to work Monday‑Friday, 7:00 AM–7:45 PM EST, with typical hours from 11:00 AM–7:30 PM EST.
• Successful completion of the CMS client vetting process is required for employment.
• Adaptability to ambiguity and change, with a willingness to learn new technologies and processes.

Preferred Qualifications

• 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 customer support workflows.
• Prior government or federal agency experience.
• Knowledge of security best practices and compliance standards relevant to CMS.

Skills & Competencies

• Technical troubleshooting across hardware, software, and network environments.
• Strong customer‑service orientation, with the ability to de‑escalate and resolve conflicts.
• Excellent time‑management and organizational skills.
• Effective communication with both technical and non‑technical stakeholders.
• Team collaboration and knowledge sharing.
• Continuous learning mindset, staying current with emerging technologies and industry trends.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Technical Support Specialist, you will have access to:

• Structured onboarding and mentorship programs that accelerate your technical and professional development.
• Regular training sessions on new tools, security protocols, and CMS initiatives.
• Clear career pathways to Senior Technician, Lead Technician, and beyond, with performance‑based advancement.
• Opportunities to participate in cross‑functional projects, expanding your skill set and visibility across the organization.
• Access to industry conferences, webinars, and certifications that enhance your expertise.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and impact. Key highlights include:

• Fully remote work model with flexible scheduling to support work‑life balance.
• Collaborative teams that value diverse perspectives and encourage open communication.
• Commitment to diversity, equity, and inclusion, with equal opportunity for all employees.
• Employee recognition programs that celebrate achievements and milestones.
• Community outreach initiatives that allow employees to give back to the public sector.

Compensation & Benefits

While the base salary for this role is competitive within the federal support sector, brighthush also offers a comprehensive benefits package, including:

• Health, dental, and vision insurance plans.
• Retirement savings plan with employer matching.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Flexible work arrangements and remote‑first infrastructure.

How to Apply

Ready to make a difference while advancing your career? Submit your application through our online portal and join a team that values expertise, integrity, and service. We look forward to reviewing your candidacy and exploring how you can contribute to brighthush’s mission of delivering essential healthcare support to millions of Americans.

Closing Statement

At brighthush, you’ll find a role that challenges you, rewards your dedication, and places you at the forefront of federal technology support. If you’re passionate about customer service, eager to solve complex technical problems, and committed to making a tangible impact, we encourage you to apply today. Together, we can help millions access the healthcare information and benefits they deserve.