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About brighthush
brighthush stands at the forefront of federal technology and services, delivering mission‑critical solutions that empower millions of Americans to access vital healthcare information and benefits. With a legacy of compliance, reliability, and innovation, brighthush partners with government agencies to streamline operations, elevate user experiences, and accelerate digital transformation. As a fully remote organization, we empower our teams to work from anywhere while upholding the highest standards of service, security, and collaboration.
Position Overview
We are looking for a highly motivated, detail‑oriented Senior Help Desk Customer Service Representative to join our remote support squad. In this role, you will serve as the first line of technical assistance for users of the Centers for Medicare & Medicaid Services (CMS) programs, ensuring seamless access to critical healthcare services. Your expertise will help maintain system integrity, resolve user issues quickly, and support the broader brighthush mission of delivering secure, compliant, and user‑friendly solutions.
Key Responsibilities
- Provide remote desktop support to end‑users across multiple locations, troubleshooting hardware, software, and network issues with precision.
- Reset user IDs, passwords, and unlock accounts while rigorously following security protocols.
- Resolve multi‑factor authentication (MFA) challenges, including token and authenticator app issues, to keep users securely connected.
- Manage profile updates, approve or reject role requests, and maintain accurate user access records in our identity management system.
- Respond to inquiries regarding reports, data files, and documentation, delivering clear, concise guidance that empowers users.
- Assist in the installation, configuration, and maintenance of desktops, laptops, printers, scanners, and peripheral devices.
- Deploy and maintain operating system images, using image deployment tools to streamline workstation setup and reduce downtime.
- Document all support activities in the ticketing system, ensuring tickets are resolved within SLA and knowledge base articles are updated for future reference.
- Collaborate with project managers to transition new technology initiatives into production support environments, bridging the gap between development and operations.
- Identify recurring technical issues, propose solutions, and work with management to improve support processes and reduce incident volume.
- Participate in on‑call rotations and shift coverage as required, maintaining a flexible approach to changing priorities and user needs.
- Support additional programs or queues within the broader brighthush ecosystem based on evolving business demands.
Essential Qualifications
- High School diploma or equivalent; associate degree or higher preferred.
- Minimum of 1 year of experience in a help desk or technical support role, preferably in a federal or regulated environment.
- Strong verbal and written communication skills, with a customer‑centric mindset and the ability to translate technical jargon into plain language.
- Proficient troubleshooting skills, with the ability to diagnose and resolve complex technical problems across multiple platforms.
- Experience with remote desktop tools, ticketing systems, and knowledge base management.
- Detail‑oriented, organized, and capable of managing multiple tasks simultaneously while maintaining high quality.
- Ability to work independently and collaboratively within a virtual team environment.
- Strong analytical and problem‑solving abilities, with a focus on delivering repeatable, high‑quality customer experiences.
- Willingness to complete the brighthush client vetting process as a condition of employment.
- Availability to work Monday‑Friday, 11:00 AM – 7:30 PM EST, with flexibility for occasional extended hours.
Preferred Qualifications
- Additional training or education in IT support, cybersecurity, 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, especially with healthcare or benefits programs.
- Knowledge of compliance standards such as HIPAA, FedRAMP, or NIST.
Skills & Competencies
- Technical Proficiency: Windows, macOS, Linux, mobile OS, and common office software.
- Customer Service Excellence: Empathy, patience, and the ability to explain technical concepts in plain language.
- Problem‑Solving: Analytical thinking, root cause analysis, and creative solution development.
- Process Adherence: Following documented procedures, maintaining accurate records, and ensuring compliance.
- Collaboration: Working effectively with cross‑functional teams, project managers, and stakeholders.
- Adaptability: Thriving in a fast‑changing environment, handling ambiguity, and prioritizing tasks dynamically.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and fostering continuous learning. As a Help Desk Representative, you will have access to:
- Structured onboarding and mentorship programs that accelerate your technical skill set.
- Regular training sessions on emerging technologies, cybersecurity best practices, and compliance frameworks.
- Opportunities to transition into specialized roles such as Systems Analyst, Network Engineer, or Project Manager.
- Access to industry certifications (e.g., CompTIA A+, Network+, Security+) through tuition reimbursement.
- Participation in cross‑departmental projects that impact national healthcare delivery.
Work Environment & Culture
brighthush champions a culture of innovation, collaboration, and inclusion. Our remote‑first approach means you can work from anywhere while staying connected through:
- Virtual collaboration tools (Microsoft Teams, Slack, Zoom).
- Regular virtual town halls and team‑building activities.
- Transparent communication channels that keep everyone informed about project status and organizational goals.
- A supportive environment that values work‑life balance, mental health, and professional growth.
Compensation & Benefits
While specific salary ranges may vary, brighthush offers competitive compensation aligned with industry standards. In addition to base pay, we provide:
- Health, dental, and vision insurance plans.
- Flexible paid time off and holiday schedule.
- Retirement savings plan with employer match.
- Wellness programs, including mental health resources and employee assistance programs.
- Professional development budget and tuition reimbursement.
- Employee recognition programs and performance‑based bonuses.
Why Join brighthush?
By joining brighthush, you become part of a mission‑driven organization that directly impacts the lives of millions. You’ll work with cutting‑edge technology, collaborate with talented professionals, and contribute to secure, compliant, and user‑friendly solutions that support national healthcare initiatives. Your work will be recognized, rewarded, and celebrated in a culture that values innovation, integrity, and continuous improvement.
How to Apply
Ready to take the next step in your career? Submit your application through the link below and join a team that is redefining the future of federal technology services.
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