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

About brighthush

brighthush is a leading technology partner that delivers mission‑critical IT solutions to the federal government. With a focus on public‑sector innovation, we empower agencies like the Centers for Medicare & Medicaid Services (CMS) to provide seamless, secure access to healthcare information for millions of Americans. Our remote‑first culture, collaborative teams, and relentless commitment to continuous learning create an environment where talent thrives and impact is tangible.

Why Join brighthush?

At brighthush, you’ll be part of a purpose‑driven organization that blends cutting‑edge technology with public service. We offer:

• Fully remote work with flexible scheduling to support work‑life balance.
• Access to the latest tools, platforms, and security protocols.
• Opportunities to collaborate across disciplines and influence national programs.
• A culture that values diversity, equity, and inclusion.
• Recognition programs that celebrate achievements and milestones.
• Community outreach initiatives that let you give back to the public sector.

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.
• Mentor junior support staff, sharing best practices and fostering a culture of continuous improvement.
• Act as a point of escalation for complex technical issues, coordinating with specialized teams to resolve incidents swiftly.
• Contribute to the development and refinement of support processes, ensuring alignment with industry standards and CMS requirements.

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.
• Strong time‑management and organizational skills, with the ability to prioritize tasks effectively.

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.
• Experience with deployment tools such as Microsoft Endpoint Configuration Manager or similar.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA).

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.
• Proficiency in remote support tools such as TeamViewer, Remote Desktop, and VPN solutions.
• Understanding of federal security protocols, including NIST guidelines and HIPAA compliance.

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.
• Dedicated time for professional development, including tuition reimbursement and learning stipends.
• Leadership development programs for those interested in moving into managerial roles.

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.
• Regular virtual town halls and team‑building activities to maintain connection across locations.
• Access to a digital wellness platform that supports mental health and overall well‑being.

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 with a range of coverage options.
• Retirement savings plan with employer matching contributions.
• Paid time off, holidays, and sick leave to support personal and family needs.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee wellness programs and mental health resources.
• Flexible work arrangements and remote‑first infrastructure.
• Access to a company‑wide learning portal with courses on technology, leadership, and soft skills.
• Annual performance bonuses tied to individual and company goals.

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.