Overview:
The MCRC Enterprise Service Desk (ESD) is the primary IT support arm for the MCRC G-6, providing Tier-1 customer service to the nationwide recruiting force from MCRC HQ in Quantico, VA.
Clearance: Must be clearable to SECRET
Certifications (choose one): CompTIA Security+, CND, GFACT, or GSEC
Required Skills
Required Experience
- Lead Tier-1 IT support operations and act as the first point of contact for IT issues via Remedy, phone, email, chat, and walk-ins.
- Provide account, mobile device, laptop, VoIP, and conferencing system support.
- Support MCRISS Legacy and Next systems, including PII/PHI-related tickets.
- Operate and maintain BMC Remedy ITSM modules (Incident, Change, Asset, Service Request, etc.).
- Escalate issues to Tier-2/3, MCCOG, or MCRISS Program Office.
- Manage imaging, deployment, and tracking of government laptops and assist with inventory/CMR reviews.
- Maintain SOPs, process improvements, and provide Remedy training as required.
Coverage:
- Normal support: Mon–Fri, 0600–2200 ET.
- On-call: 24x7x365 with 60–120 min response times depending on hours.
Qualifications:
- Experience in enterprise Tier-1 IT support and service desk leadership.
- Familiarity with BMC Remedy ITSM.
- Strong troubleshooting, communication, and customer service skills.
- Meet DoD 8570 requirements (Security+, CND, GFACT, or GSEC).