Background
Marine Corps Central Command (MARCENT) supports a host of enterprise systems that have become essential to modern warfighting and the full range of military operations. In response to growing requirements, there is a need to increase support for this solution. MARCENT provides on-site and remote secure phone, video, email, and chat covering a variety of information technology issues, including but not limited to: hardware and software troubleshooting and issue resolution, setup and configuration, information and knowledge management, configuration management, software and documentation distribution, maintenance procedures, operations, network analysis and diagnostics, engineering, over-the-shoulder training, and software/equipment fielding support. FSR support is required to provide these services for computers and their associated networks for Marines both in garrison and forward deployed.
While most solutions to be supported require operational and maintenance (O&M) type support via a help desk, certain solutions require Commercial Solutions for Classified (CSfC) specific knowledge and Research, Development, Test, and Evaluation (RDT&E) support within a laboratory or experimental environment. These activities are to be supported by highly qualified subject matter experts (SMEs) and experienced CSfC Trusted Integrators (TIs). This work is to be provided via tailored capabilities at escalating tiers of support to ensure that all solutions are operational and mission capable: At a Tier-0 level, solution users can resolve their own issues using a globally accessible knowledgebase including documentation, software, common issues, and corrective actions, etc. At a Tier-1 level, non-solution expert personnel provide real-time remote (secure and unsecure phone, email, chat) computer support, resolving basic issues and service requests using personal system knowledge and a knowledge repository of known issues and corrective actions. At Tier-2 level, subject matter experts and personnel with significant knowledge of and experience with specified solutions, resolve both basic and complex issues. This may involve both remote and on-site support. At Tier-3 level, when issues cannot be resolved, they are elevated to subject matter experts (typically engineers or developers) for resolution…
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