The MCTSSA Support Center provides immediate and responsive C4I troubleshooting and support for Marine Corps’ programs of record within the Fleet Marine Force.
With an emphasis on system-of-systems integration, the Support Center provides a self-service website, a 24/7 service desk, and remote or on-site Subject Matter Expert support to Marines and the Joint force around the globe. Whether a Marine finds their answer by watching a “TechTube” video on the set-up and configuration of a VSAT terminal, or receiving over-the-shoulder guidance for setting up a digital fires net over MUOS before a major exercise, the answer is always a phone-call or e-mail away. By consolidating troubleshooting to one location, the Support Center is able to identify and track metrics related to training, software and hardware deficiencies across programs, and provide that feedback to Project Officers for future budget considerations as part of a Life-Cycle Sustainment Plan.
Staffed by a mix of active-duty Marines, civilians, and contractors, the Support Center capitalizes on institutional knowledge and uniquely blends best practices and standards set by civilian professionals at the Help Desk Institute (HDI) and International Standards Organization (ISO) for areas like service level management, quality assurance, and incident management, with Marine Corps processes and the Information Technology Information Library (ITIL) framework. This ensures the Warfighter receives the answer they need, when they need it, where they need it.