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About brighthush and the Healthcare Technology Landscape
brighthush is a leading partner in the federal technology ecosystem, delivering mission‑critical solutions that empower the Centers for Medicare & Medicaid Services (CMS) to provide essential healthcare information and benefits to millions of Americans. Our work is at the intersection of technology, compliance, and public service, ensuring that every user—whether a healthcare provider, a state agency, or a citizen—has reliable access to the data and tools they need.
As a remote-first organization, brighthush embraces flexibility, innovation, and a culture of continuous learning. We are proud to support a diverse workforce that thrives on collaboration, problem‑solving, and a shared commitment to public impact. If you are passionate about technology, customer service, and making a difference in people’s lives, brighthush offers a dynamic environment where your contributions matter.
Position Overview
We are seeking a highly motivated Remote Technical Support Specialist to join our Help Desk team and provide frontline support to the CMS BOSC (Business Operations Support Center) client. This role is fully remote, with a standard work window of 11:00 AM – 7:30 PM EST, Monday through Friday. Successful candidates will complete a CMS client vetting process as a condition of employment.
Key Responsibilities
- Serve as the first point of contact for user inquiries related to account management, password resets, MFA troubleshooting, and system access issues.
- Provide remote desktop support to users in both office and home environments, resolving technical problems efficiently and professionally.
- Manage user profile updates, including approval or rejection of role requests, ensuring compliance with CMS security policies.
- Address inquiries regarding reports, data files, and supporting documentation, coordinating with project teams as needed.
- Install, configure, and maintain desktops, laptops, printers, scanners, and other peripherals, ensuring optimal performance and uptime.
- Deploy and manage workstation images using image deployment software, keeping systems up to date with the latest patches and configurations.
- Diagnose and resolve advanced technical issues related to network and telecommunications environments, especially at the workstation level.
- Document all support activities in the ticketing system, contributing to knowledge bases and troubleshooting manuals.
- Collaborate with project managers to integrate new technology initiatives into the production support environment.
- Identify areas for improvement in the technical support workflow and recommend solutions to management.
- Participate in cross‑functional projects and temporary assignments across the broader BOSC program, demonstrating flexibility and adaptability.
- Maintain a high level of professionalism, confidentiality, and compliance with all CMS and brighthush policies.
Essential Duties & Responsibilities (Technical Focus)
- Provide remote support via calls, email, chat, and ticketing systems for users in remote or home office settings.
- Ensure tickets are accurately documented, tracked, and resolved within agreed service level agreements.
- Collaborate with team members on assigned projects, contributing to a cohesive and productive team environment.
- Follow established processes, procedures, and guidelines to deliver repeatable, high‑quality customer experiences.
- Work independently while also thriving in a collaborative team setting, adapting to changing priorities and shifting workloads.
Minimum Qualifications
- High school diploma or equivalent; 1+ year of experience in a technical support or help desk role.
- Strong verbal and written communication skills, with a customer‑service mindset.
- Analytical and problem‑solving abilities, capable of diagnosing complex technical issues.
- Detail‑oriented, organized, and able to manage multiple tasks simultaneously.
- Proficiency with remote desktop tools, ticketing systems, and basic troubleshooting of Windows and macOS environments.
- Ability to follow processes and procedures to ensure consistent service delivery.
- Availability to work Monday‑Friday, 7:00 AM – 7:45 PM EST (typical shift 11:00 AM – 7:30 PM EST).
- Successful completion of the CMS client vetting process is required.
- Adaptability to ambiguity and change, with a willingness to learn new technologies and processes.
Preferred Qualifications & Skills
- Additional training or education in IT support, cybersecurity, or a related field.
- Experience monitoring logs, scheduled events, and reporting on anomalies.
- Familiarity with call center telephony equipment and customer support workflows.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
- Government or federal agency experience, particularly with CMS or healthcare technology.
- Knowledge of multi‑factor authentication (MFA) and identity management systems.
- Experience with image deployment tools and workstation image management.
What You’ll Gain at brighthush
At brighthush, we believe in investing in our people. As a member of our Help Desk team, you’ll enjoy:
- Career Growth – Structured learning paths, mentorship programs, and opportunities to transition into advanced technical roles, project management, or cybersecurity.
- Continuous Learning – Access to online training platforms, certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator), and internal knowledge bases.
- Impactful Work – Directly support a federal agency that serves millions of citizens, ensuring they receive timely, accurate healthcare information.
- Flexible Work Environment – Fully remote work with a predictable schedule, allowing you to balance professional and personal commitments.
- Inclusive Culture – A diverse, collaborative team that values transparency, respect, and innovation.
- Competitive Compensation – Hourly rate of $21.53 (or higher based on experience), with potential for overtime and performance bonuses.
- Comprehensive Benefits – Health, dental, and vision plans; 401(k) with company match; paid time off; and wellness programs.
- Recognition & Rewards – Employee of the Month, spot bonuses, and annual performance awards.
Why brighthush?
brighthush is more than a workplace; it’s a community dedicated to public service and technological excellence. We champion a culture of continuous improvement, where every team member’s voice is heard and every contribution is valued. Our remote-first approach means you can work from anywhere while staying connected to a vibrant, supportive team.
Ready to Make a Difference?
If you are a proactive, customer‑focused technical support professional eager to work on high‑impact projects for a federal agency, we want to hear from you. Join brighthush and help us deliver reliable, compliant technology solutions that improve lives across the nation.
Apply today and become a vital part of the brighthush team!
Apply for this job