> Markdown version of [/jobs/ext/284265-remote-help-desk-support-service-specialist-intermediate](https://www.wearedevelopers.com/jobs/ext/284265-remote-help-desk-support-service-specialist-intermediate). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Remote Help Desk Support Service Specialist (Intermediate)

- **Company:** Clvg Consulting, Inc.
- **Location:** Falls Church, VA, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Software Applications, NIPRNet, Wikis
- **Published:** May 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=94240922a33a3bf6

## About the Role

Do you have experience in Systems & applications support?, * US Citizenship required (dual citizenship not eligible for consideration)
*
Strong DoD Background
*
Strong Verbal and Written Skills
*
1-2 Years Support of a Software Application, preferably MS based
*
1-2 Years of Help Desk and Troubleshooting Support, preferably of a MS based application
*
Up to 100% onsite at a location in the National Capital Region with daily access to NIPR and SIPR
*
Secret Security Clearance (or ability to obtain)

Preferred Qualifications:

 * Background and understanding of Defense Agency organizations and operations
*
1-2 years of experience training in a classroom setting

## Description

The Enterprise Task Management Software Solution (EMTS2) is a Microsoft (MS) based application that provides a correspondence management solution for the Department of Defense (DoD). There are more than 60 EMTS2 deployments across the DoD. The EMTS2 Help Desk Specialist will manage the end user Help Desk support experience across EMTS2 tenant. If new to EMTS2, the Help Desk Support Service Specialist is expected to quickly develop a deep understanding of the EMTS2 application, the program's environment, and the overall client context. You will be able to handle a large amount of responsibilities that include:

Roles & Responsibilities:

 * Develop/refine standard operating procedures to manage multiple ticketing systems across the EMTS2 client portfolio (e.g. AESD and local help desk support)
*
Identify areas of improvement for Help Desk operations for all tenants/team members
*
Develop, analyze, and disseminate performance metrics
*
Serve as a Tier 1 and 2 Agent
*
+
Escalate Help Desk concerns to EMTS2 leadership
*
Regularly publish and update articles to the EMTS2 team's Wiki, and possess ownership of AESD Knowledge Articles
*
Manage Army Enterprise Service Desk (AESD) Resolver Activities for all tenants, specifically for remote Tier 1 and 2 tenants (as well as oversight of other Help Desk services)
*
Serve as EMTS2 Help Desk SME

Additionally, the EMTS2 Help Desk specialist will be exposed to the various deliverables, processes, and expectations for effective delivery at our clients.


## Related Videos

- [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure)
- [Living Documentation That Can't Die](https://www.wearedevelopers.com/videos/2025-living-documentation-that-can-t-die)
- [Securing your application software supply-chain](https://www.wearedevelopers.com/videos/468-securing-your-application-software-supply-chain)
- [The Impact of AI on Game Development and the Industry](https://www.wearedevelopers.com/videos/100297-the-impact-of-ai-on-game-development-and-the-industry)
- [Coding for Good: Achieving social change with an app](https://www.wearedevelopers.com/videos/1645-coding-for-good-achieving-social-change-with-an-app)
- [Stack Overflow: Community and AI](https://www.wearedevelopers.com/videos/600-stack-overflow-community-and-ai)

## Related Articles

- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [Dev Digest 191: Malware interviews, EU ❤️ Open Source and Skilled Agents](https://www.wearedevelopers.com/magazine/645-dev-digest-191-malware-interviews-eu-open-source-and-skilled-agents)
- [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers)
- [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)
- [Dev Digest 134 - Where pixels sing?](https://www.wearedevelopers.com/magazine/477-dev-digest-134-where-pixels-sing)
- [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline)