About brighthush and the Opportunity

brighthush stands at the forefront of federal partnership, delivering mission‑critical services that empower millions of Americans to access vital healthcare information and benefits. As a trusted collaborator with the federal health system, we provide compliant, high‑quality support that directly impacts the well‑being of our nation’s citizens. We are expanding our remote help desk team and are seeking an experienced, customer‑centric professional to join our dynamic, technology‑driven environment.

Why This Role Matters

In this role you will be the first line of defense for users across the brighthush BOSC program. Your expertise will ensure that millions of beneficiaries can access the services they need without interruption. By troubleshooting user accounts, managing system access, and providing timely, accurate support, you will help maintain the integrity and reliability of a program that touches countless lives.

Impact on the Nation

Every ticket you resolve, every account you unlock, and every training guide you author contributes to a larger mission: improving healthcare access for millions of Americans. Your work directly supports the federal commitment to transparency, security, and accessibility in the health domain.

Key Responsibilities

• Account Management: Reset user IDs and passwords, unlock accounts, and resolve multi‑factor authentication (MFA) issues for remote and on‑site users.
• Profile & Role Administration: Process profile updates, approve or reject role requests, and maintain accurate user records.
• Technical Support: Diagnose and resolve desktop, laptop, peripheral, and remote access device issues using remote desktop software.
• System Troubleshooting: Identify and resolve problems related to operating systems, network connectivity, and telecommunications environments.
• Documentation & Knowledge Management: Create and update troubleshooting guides, knowledge base articles, and ticketing system records.
• Project Liaison: Serve as a technical liaison to project managers, supporting the integration and transition of new technologies into production.
• Continuous Improvement: Identify recurring issues, recommend process enhancements, and collaborate with management to refine support workflows.
• Flexibility & Adaptability: Respond to shifting priorities, including temporary or ongoing support for other programs within the broader BOSC portfolio.
• Team Collaboration: Work closely with teammates across multiple queues (calls, email, chat, ticketing) to deliver a seamless support experience.

Essential Qualifications

• High school diploma or equivalent with a minimum of 1 year of relevant experience.
• Strong verbal and written communication skills, with a proven ability to explain technical concepts to non‑technical users.
• Excellent analytical and problem‑solving abilities, capable of troubleshooting complex issues under pressure.
• Detail‑oriented, organized, and highly customer‑service oriented.
• Proficiency in using remote desktop tools and ticketing systems.
• Ability to work independently and as part of a collaborative team.
• Adaptability to changing environments, ambiguity, and evolving priorities.
• Successful completion of the brighthush client vetting process is required for employment.

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.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project).
• Prior government or federal agency experience.
• Knowledge of image deployment software and workstation image management.

Skills & Competencies for Success

• Technical Proficiency: Comfortable with Windows, macOS, and Linux environments; adept at using remote support tools such as TeamViewer, Remote Desktop, and VNC.
• Customer‑First Mindset: Empathy, patience, and a genuine desire to help users overcome obstacles.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and implement effective solutions.
• Communication: Clear, concise, and jargon‑free explanations for both technical and non‑technical audiences.
• Time Management: Prioritize tickets, manage multiple queues, and meet SLA targets without compromising quality.
• Collaboration: Work seamlessly with cross‑functional teams, including developers, project managers, and compliance officers.
• Continuous Learning: Stay current with emerging technologies, security best practices, and federal regulations.

Career Growth Opportunities

At brighthush, your career path is designed to evolve with your ambitions. Starting as a Help Desk Representative, you can progress to:

• Senior Technical Support Specialist – leading complex investigations and mentoring junior staff.
• Project Support Lead – overseeing the deployment of new tools and processes across the BOSC portfolio.
• Program Analyst – analyzing user data to drive improvements in service delivery and compliance.
• Federal Program Specialist – becoming a subject‑matter expert on federal healthcare initiatives.

We encourage cross‑training and provide a clear roadmap for advancement, ensuring that your growth aligns with the evolving needs of our federal partners.

Learning & Development Benefits

We believe that knowledge is the most powerful tool in delivering exceptional support. As part of our team, you will receive:

• Access to a comprehensive learning portal featuring courses on cybersecurity, cloud services, and federal compliance.
• Certification sponsorship for industry‑recognized credentials such as CompTIA A+, Microsoft Certified: Azure Fundamentals, and Certified Information Systems Security Professional (CISSP).
• Monthly knowledge‑sharing sessions where team members present new tools, best practices, and lessons learned.
• Annual conference attendance, including the Federal IT Summit and the National Help Desk Conference.
• On‑the‑job coaching from senior staff and external mentors.

Work Environment & Culture at brighthush

brighthush fosters an inclusive, supportive environment where every team member is empowered to bring their best self to work. We celebrate diversity, encourage open communication, and prioritize employee well‑being. Our remote teams are connected through regular virtual huddles, knowledge‑sharing forums, and community events that keep us engaged and aligned with our mission.

Key cultural pillars:

• Innovation: We continuously experiment with new tools and processes to improve service delivery.
• Collaboration: Cross‑functional teamwork is at the heart of everything we do.
• Accountability: Each team member takes ownership of their responsibilities and the outcomes they deliver.
• Transparency: Open communication channels ensure that everyone is informed and empowered.
• Work‑Life Balance: Flexible scheduling and remote work options help you maintain a healthy equilibrium.

Compensation & Benefits

While the base salary for this role is $21.53 per hour, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance options.
• Retirement savings plan with employer match.
• Paid time off, holidays, and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and resources.
• Technology stipend for home‑office setup.
• Employee assistance program for mental health support.

How to Apply

If you are a dedicated, customer‑focused professional ready to make a tangible difference, we encourage you to apply today. Join brighthush and help us continue to deliver exceptional support to the brighthush BOSC program.

To submit your application, please click the link below and complete the online application process. We look forward to learning how your skills and experience align with our mission.