*** US Citizenship is required for this position***

Sanametrix is a minority-owned small business headquartered in Arlington, Virginia. We specialize in providing focused research and analysis, technology, and program support solutions to federal agencies. We are looking for a Helpdesk Analyst to join our Sanametrix team in the Integrated Postsecondary Education Data System (IPEDs) Partner Support Center (PSC).

The Helpdesk Analyst provides front-line phone and email support to institutional keyholders and coordinators participating in IPEDS data collections. Specialists assist with survey navigation, registration support, password resets, and general reporting guidance across all survey components. They also work closely with fellow support center team members, managers, and software engineers to resolve issues reported by end users.

The Helpdesk Analyst provides front-line phone and email support to institutional keyholders and coordinators participating in IPEDS data collections. Specialists assist with survey navigation, registration support, password resets, and general reporting guidance across all survey components. They also work closely with fellow support center team members, managers, and software engineers to resolve issues reported by end users.

Remote environment requirements:

· Remote workspace for telework

· Dependable phone/internet connection

Duties and Responsibilities:

· Respond to inbound phone and email inquiries from institutions

· Assist with Data Collection System navigation and account access issues

· Support password resets and registration activities

· Provide guidance on survey forms, instructions, and edit messages

· Document all interactions within the case management system

· Escalate complex issues to Tier 2 analysts when appropriate

· Support keyholders during collection deadlines and active reporting periods

· Assist with outreach and nonresponse follow-up efforts

· Maintain professionalism and customer-service excellence during high-volume periods

Required Skills, Qualifications, Certifications:

· Ability to obtain and maintain a 5C Public Trust clearance.

· Holds a BA/BS degree plus two years of experience, or, if no BA/Bs a minimum of 4 years of experience in customer service, administrative support, data reporting, or related support roles.

· Strong written and verbal communication skills

· Ability to explain technical concepts clearly to institutional users

· Strong attention to detail and organizational skills

Desired Skills, Qualifications, Certifications:

· Experience with IPEDS or higher education reporting systems

· Familiarity with institutional research or student information systems

· Prior call center, help desk, or technical support experience

Pay: $30.00 - $34.00 per hour

Work Location: Remote