Help Desk Technician - SCA

Purpose:

The Help Desk Technician is essential in supporting the NCAT program at Initial Military Training (IMT) sites, providing comprehensive technical assistance and support. This role is crucial for ensuring the smooth operation and technical reliability of the NCAT testing processes, thereby aiding in the accurate assessment of service members’ neurocognitive capabilities.

Essential Functions:

• Technical Support and Troubleshooting: Promptly address hardware and software issues related to the NCAT systems to minimize downtime and maintain operational efficiency. This includes troubleshooting issues in real-time and providing effective solutions to ensure continuous testing capabilities.


• Data Management and Reporting: Oversee the collection, processing, and accurate reporting of neurocognitive test data. Generate detailed performance reports and maintain a secure repository of test results, ensuring they are accessible to authorized personnel.


• Collaborative Coordination: Work closely with on-site teams, including proctors and logistics personnel, to facilitate a seamless operational flow and resolve any technical discrepancies swiftly.


• Communication Facilitation: Act as a liaison between the NCAT program office and IMT sites to ensure clear and consistent communication regarding testing procedures and technical requirements.


• Operational Setup and Maintenance: Assist in the setup, maintenance, and breakdown of testing sites across various IMT environments, adhering strictly to DoD standards and protocols.

Additional Duties:

• Maintain a dedicated helpline for NCAT-related technical inquiries, ensuring prompt and effective resolution of issues.


• Monitor and manage incoming requests for baseline data, providing timely responses and updates.


• Develop and implement standard operating procedures (SOPs) for data and system management to enhance operational efficiency.


• Collaborate with military health readiness databases to ensure the accuracy and availability of test data.