Senior Technical Support Specialist – Remote Help Desk & CMS BOSC Operations – Customer Service Excellence

About brighthush and the Healthcare Technology Landscape

brighthush is a leading partner in the federal technology services sector, dedicated to delivering mission‑critical solutions that empower the Centers for Medicare & Medicaid Services (CMS) to serve millions of Americans. With a focus on compliance, innovation, and customer‑centric service, brighthush plays a pivotal role in ensuring that vital healthcare information and benefits reach those who need them most. As a remote‑first organization, we empower our teams to work from anywhere while maintaining the highest standards of security, reliability, and responsiveness.

Why Join brighthush?

• Impactful Work – Your support will directly influence the efficiency of CMS’s BOSC program, helping beneficiaries access essential healthcare services.
• Remote Flexibility – Work from home or any location that suits you, with a flexible schedule that respects work‑life balance.
• Professional Growth – Continuous learning opportunities, certifications, and career pathways in federal technology services.
• Inclusive Culture – A diverse, collaborative environment that values every voice and promotes equity, inclusion, and belonging.
• Competitive Compensation & Benefits – Market‑aligned pay, health and wellness benefits, retirement plans, and generous paid time off.

Key Responsibilities

As a Senior Technical Support Specialist, you will be the frontline champion for end‑users across the CMS BOSC ecosystem. Your day‑to‑day tasks will include:

• Providing first‑line technical assistance for user account management, including resetting IDs, unlocking accounts, and troubleshooting multi‑factor authentication (MFA) issues.
• Managing profile updates, approving or rejecting role requests, and ensuring data integrity across user directories.
• Resolving inquiries related to reports, file transfers, data exchange, and supporting documentation.
• Assisting Technician II and other team members with desktop and operational support for remote offices and on‑site sites.
• Installing, configuring, and maintaining desktops, laptops, printers, scanners, and peripheral hardware, as well as remote access devices.
• Deploying and supporting a variety of PC operating systems, including Windows, macOS, and Linux distributions.
• Diagnosing, troubleshooting, and documenting complex technical issues, from workstation failures to network connectivity problems.
• Using remote desktop tools to deliver real‑time support to users in remote or home office environments.
• Maintaining accurate ticketing records, knowledge base entries, and troubleshooting manuals to ensure knowledge continuity.
• Collaborating with project managers to integrate new technology initiatives into the production support environment.
• Participating in image deployment and workstation image management using industry‑standard tools.
• Adapting to shifting priorities, including temporary or ongoing support for other programs within the broader BOSC portfolio.
• Contributing to process improvement initiatives, identifying areas for technical support enhancement, and recommending solutions to management.

Essential Duties & Responsibilities

• Deliver remote support via calls, email, chat, and ticketing systems, ensuring timely resolution of user issues.
• Document all interactions and resolutions in the ticketing system, maintaining a high level of accuracy and completeness.
• Collaborate within a team framework, sharing knowledge and supporting colleagues on cross‑functional projects.
• Adhere to established processes, procedures, and guidelines to provide consistent, repeatable customer experiences.
• Work independently and as part of a team, demonstrating initiative and accountability in all tasks.

Minimum Qualifications

• High School diploma or equivalent with a minimum of 1 year of relevant experience.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST (typical shift: 11:00 AM‑7:30 PM EST).
• Strong verbal and written communication skills, with a customer‑service mindset.
• Excellent analytical and problem‑solving abilities, capable of diagnosing and resolving complex technical issues.
• Detail‑oriented, organized, and able to manage multiple priorities simultaneously.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Ability to follow processes, procedures, and guidelines to ensure repeatable outcomes.
• Successful completion of the CMS client vetting process is required for employment.
• Adaptability to ambiguity, change, and evolving business needs.

Preferred Skills & Qualifications

• 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.
• Experience in a government or federal contracting environment.
• Knowledge of network and telecommunications fundamentals, including VPN, LAN/WAN, and wireless technologies.
• Experience with remote desktop solutions such as TeamViewer, Remote Desktop Services, or similar platforms.
• Prior exposure to image deployment tools (e.g., SCCM, MDT, or equivalent).

Skills & Competencies for Success

• Technical Proficiency – Comfortable with Windows, macOS, Linux, and a variety of peripheral devices.
• Customer‑Centric Mindset – Empathy, patience, and a genuine desire to help users overcome technical challenges.
• Communication Excellence – Clear, concise, and professional communication across multiple channels.
• Problem‑Solving Agility – Ability to think critically, troubleshoot systematically, and implement effective solutions.
• Collaboration & Teamwork – Willingness to share knowledge, support peers, and contribute to a positive team culture.
• Process Orientation – Adherence to established procedures, documentation standards, and quality metrics.
• Continuous Learning – Commitment to staying current with emerging technologies, industry best practices, and regulatory requirements.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Technical Support Specialist, you will have the opportunity to:

• Earn industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator.
• Progress into specialized roles, including Systems Engineer, Network Administrator, or Project Manager within the federal services domain.
• Participate in cross‑functional projects that span multiple CMS programs, expanding your exposure to diverse technologies and business processes.
• Attend internal training sessions, workshops, and conferences to keep your skills sharp and your knowledge up to date.
• Mentor junior team members, sharing your expertise and contributing to a culture of continuous improvement.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and respect. Our remote‑first approach means:

• Flexible work hours that accommodate your personal commitments.
• Regular virtual team meetings, knowledge‑sharing sessions, and social events to build camaraderie.
• A commitment to mental and physical well‑being, with resources such as wellness programs, counseling services, and ergonomic support.
• Transparent communication from leadership, ensuring you’re always informed about company goals, initiatives, and successes.

Compensation & Benefits

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

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with employer match.
• Paid time off (vacation, sick leave, holidays) and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and wellness resources.
• Access to a robust internal knowledge base and continuous learning platform.

How to Apply

Ready to make a difference in the lives of millions while advancing your career in a dynamic, remote environment? Apply now and join the brighthush team. Submit your resume and cover letter through our careers portal, and let’s explore how your skills and passion align with our mission.