About brighthush and the Opportunity

brighthush is a leading federal partner dedicated to delivering mission‑critical services for the Centers for Medicare & Medicaid Services (CMS). Our work empowers millions of Americans to access vital healthcare information and benefits, ensuring that every citizen receives the support they need. As a fully remote role, you’ll join a dynamic team that thrives on collaboration, innovation, and a shared commitment to public service.

Why Join brighthush?

At brighthush, we believe that technology and people go hand in hand. Our culture is built on transparency, continuous learning, and a genuine passion for making a difference. You’ll enjoy a flexible work environment, competitive compensation, and a comprehensive benefits package that supports your health, well‑being, and professional growth.

Key Responsibilities

As a Technician I – Help Desk Agent, you will be the first line of support for our CMS BOSC client. Your day-to-day tasks will include:

• Resetting user IDs and passwords, unlocking accounts, and troubleshooting multi‑factor authentication (MFA) issues.
• Managing profile updates, approving or rejecting role requests, and ensuring data integrity.
• Addressing inquiries related to reports, files, data exchange, and supporting documentation.
• Providing remote desktop support to users in remote offices or working from home.
• Installing, configuring, and maintaining desktops, laptops, printers, scanners, and other peripherals.
• Diagnosing and resolving hardware, software, and network issues, including advanced troubleshooting within the telecommunications environment.
• Maintaining accurate ticket documentation in our ticketing system and contributing to knowledge‑base articles.
• Collaborating with project managers to integrate new technology initiatives into the production support environment.
• Assisting in software and workstation image management using deployment tools.
• Participating in training sessions, temporary assignments, and ongoing support for other programs within the broader BOSC portfolio.
• Identifying areas for process improvement and consulting with management to implement solutions.

Essential Qualifications

Education & Experience: High school diploma or equivalent with at least 1 year of relevant experience. Candidates with additional training or certifications in IT support, networking, or cybersecurity are highly encouraged.

Technical Proficiency: Familiarity with Windows operating systems, remote desktop tools, and basic networking concepts. Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project) is required.

Soft Skills: Strong verbal and written communication, exceptional customer‑service orientation, and the ability to explain technical concepts to non‑technical users. Demonstrated analytical and problem‑solving skills, with a keen eye for detail.

Work Hours & Availability: Monday‑Friday, 7:00 AM–7:45 PM EST (typical shift 11:00 AM–7:30 PM EST). Flexibility to adapt to shifting priorities and occasional extended hours during peak periods.

Compliance: Must successfully complete the CMS client vetting process as a condition of employment.

Preferred Qualifications

Advanced Technical Skills: Experience with call‑center telephony equipment, monitoring logs, and scheduled events. Ability to report on anomalies and generate actionable insights.

Government Experience: Prior work with federal agencies or in a government‑contracted environment is a plus.

Certifications: CompTIA A+, Network+, or Security+ certifications are highly desirable.

Core Competencies for Success

• Customer‑centric mindset with a passion for resolving user issues efficiently.
• Strong analytical thinking and the ability to troubleshoot complex technical problems.
• Excellent time‑management skills, capable of juggling multiple tickets and priorities.
• Team player who thrives in a collaborative, remote setting.
• Adaptability to ambiguity, change, and evolving technology landscapes.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on emerging technologies, cybersecurity best practices, and industry standards.
• Opportunities to advance to Technician II, Senior Support Specialist, or project‑management roles.
• Cross‑functional projects that expose you to different facets of federal IT operations.
• Support for certifications and continuing education through tuition reimbursement and study‑time allowances.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, supportive community. We foster a culture of inclusion, respect, and continuous improvement. Regular virtual team‑building events, knowledge‑sharing sessions, and open‑door communication channels keep everyone engaged and informed.

Compensation & Benefits

Base Salary: Competitive hourly rate aligned with industry standards for remote technical support roles. (Base rate: $21.53 per hour, with potential for overtime and performance bonuses.)

Benefits Package:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health resources.
• Flexible work schedule and remote‑work stipend.

How to Apply

Ready to make a tangible impact on the lives of millions while advancing your career in a supportive, remote environment? Click the link below to submit your application and join the brighthush team today.