About brighthush and the Mission‑Critical Healthcare Landscape

In today’s rapidly evolving digital world, the health and well‑being of millions of Americans hinge on the reliability of the systems that deliver essential services. At brighthush, we are more than a service provider; we are a trusted partner to the federal government, delivering mission‑critical solutions that empower citizens to access vital healthcare information and benefits. Our collaboration with the Centers for Medicare & Medicaid Services (CMS) ensures that every user—whether frontline staff, healthcare professionals, or senior citizens—can navigate complex systems with confidence and ease.

When you join brighthush, you become part of a team that is shaping the future of federal healthcare support. We blend cutting‑edge technology, rigorous security standards, and a culture of empathy to create a seamless experience for users across the nation. If you thrive in a fast‑paced, high‑impact environment and want to make a tangible difference in people’s lives, brighthush is the place for you.

Why Join brighthush?

• Impact at Scale – Your support will directly influence the efficiency of CMS programs that serve millions of beneficiaries.
• Remote Flexibility – Work from anywhere while staying connected to a collaborative, high‑performing team.
• Growth & Development – Access to continuous learning, certifications, and career pathways within the federal services ecosystem.
• Inclusive Culture – We celebrate diversity, champion equity, and foster an environment where every voice is heard.
• Competitive Compensation & Benefits – A comprehensive package that rewards your expertise and dedication.

Key Responsibilities

As a Senior Remote Technical Help Desk Specialist – Customer Service Representative, you will be the first line of support for CMS users, ensuring seamless access to critical healthcare services. Your day‑to‑day tasks will include:

• Providing remote assistance for user account management: resetting user IDs, unlocking accounts, and troubleshooting multi‑factor authentication (MFA) challenges.
• Managing profile updates, approving or rejecting role requests, and maintaining accurate user records.
• Resolving inquiries related to reports, data files, and supporting documentation for CMS programs.
• Installing, configuring, and maintaining desktops, laptops, printers, scanners, and other peripherals for remote and on‑site users.
• Diagnosing and resolving operating system and application issues across Windows, macOS, and Linux environments.
• Utilizing remote desktop tools to provide real‑time support to users in remote offices or home‑office settings.
• Documenting all support interactions in the ticketing system, updating knowledge bases, and contributing to troubleshooting manuals.
• Collaborating with project managers to integrate new technologies and transition projects into production support.
• Participating in image deployment and workstation management using industry‑standard tools.
• Identifying recurring technical challenges and proposing process improvements to enhance the support experience.
• Assisting with training and temporary support for other CMS programs within the broader BOSC portfolio as business needs evolve.

Essential Qualifications

• High School diploma or equivalent with a minimum of 1 year of technical support experience.
• Strong verbal and written communication skills, with a proven ability to explain complex technical concepts to non‑technical audiences.
• Excellent analytical and problem‑solving abilities, capable of diagnosing and resolving issues efficiently.
• Detail‑oriented, organized, and able to manage multiple tickets simultaneously while maintaining high quality.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, Project) and familiarity with ticketing systems such as ServiceNow or Jira.
• Experience with remote support tools (e.g., TeamViewer, Remote Desktop Services) and basic networking concepts.
• Ability to work independently and collaboratively within a distributed team environment.
• Strong commitment to following established processes, procedures, and guidelines to ensure consistent customer experiences.
• Availability to work Monday‑Friday, 7:00 AM‑7:45 PM EST, with typical shifts from 11:00 AM‑7:30 PM EST.
• Successful completion of the CMS client vetting process is required for employment.

Preferred Skills & 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.
• Prior government or federal agency experience, especially with CMS or similar healthcare programs.
• Knowledge of compliance standards such as HIPAA, FISMA, and NIST guidelines.
• Experience with image deployment tools (e.g., MDT, SCCM) and workstation image management.
• Strong customer‑service orientation, with a track record of exceeding service level agreements.

What You’ll Gain at brighthush

Working with brighthush offers more than just a paycheck – it’s a career‑shaping experience that equips you with the skills and credentials to thrive in the federal services sector.

• Professional Development – Access to training programs, certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator), and mentorship from seasoned experts.
• Career Pathways – Opportunities to advance into senior support roles, project management, or specialized technical positions within CMS or other federal programs.
• Networking – Engage with a community of professionals across multiple federal agencies, expanding your professional network and opening doors to future roles.
• Work‑Life Balance – Flexible remote work arrangements, generous paid time off, and a supportive culture that values personal well‑being.
• Competitive Compensation – A base salary that reflects your expertise, coupled with performance bonuses and benefits such as health, dental, vision, and retirement plans.

Our Culture at brighthush

We believe that a vibrant, inclusive culture fuels innovation and excellence. At brighthush, you’ll find:

• A collaborative environment where ideas are shared openly and feedback is constructive.
• Regular virtual town halls, team‑building activities, and cross‑functional projects that keep the momentum high.
• Commitment to diversity, equity, and inclusion – we actively recruit from underrepresented groups and provide resources for career growth.
• Recognition programs that celebrate achievements, milestones, and contributions to our mission.

Compensation & Benefits

While the base hourly rate for this role is set at $21.53, we offer a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans with competitive premiums.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, holidays) and flexible scheduling.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee wellness programs, including mental health resources and fitness subsidies.
• Access to a robust knowledge base, internal training modules, and mentorship opportunities.

How to Apply

Ready to make a difference? Submit your application through our career portal or click the link below to join the brighthush team and help shape the future of federal healthcare support.

Apply to this job

Equal Opportunity Employer

brighthush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees.