College Intern - End User Support

Requisition ID: 17334

 

Join us in building a better future for Arizona!

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

 

Why Work at SRP

At SRP, we foster an inclusive work environment and believe everyone should have a fair chance to work, regardless of who they are. That’s why we value teams with diverse perspectives, experiences, and backgrounds to help SRP deliver on its mission of providing reliable, affordable and sustainable water and power.

 

SRP's success is rooted in our employees' happiness, health, and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:

 

• 401(k) plan with employer matching
• Paid sick time in accordance with the Arizona state minimum wage law and overtime pay for any hours actually worked over 40 in their FLSA defined week
• Access to a recreation and fitness facility
• Tuition assistance for both undergraduate and graduate programs: College interns are eligible to receive $1000 per calendar year
• 10 Employee Resource Groups for career development, community service, and networking

 

Summary

The candidate will be part of the End User Support (EUS) team, whose mission is to improve stakeholder experiences by providing delivery channels for self-service and flexibility to support working anywhere, anytime, on any device.

This position is responsible for providing exceptional customer service support to SRP employees and fellow team members by ensuring efficient and effective work order management. Student interns are required to work on-site a minimum of 30 hours per week, but up to 40 hours are available if your school schedule can accommodate. Work week is Monday - Friday during support hours of 7am-5pm.

What You'll Do

Student Intern responsibilities include:

• Provide on-site support in a walk-up support center for IT issues, requests, and devices (smart phones, tablets, laptops, and software), including general support, repairs, and refreshes.

• Troubleshoot issues with applications, operating systems, services, hardware, network connectivity and other infrastructure.

• Partner with other support teams and tiers by providing knowledge and technical assistance to fulfill requests and resolve issues.

• Work within a defined set of processes and procedures, including: Incident Management, Knowledge, and Request Tickets.

• Create knowledge articles for Support and Business stakeholders.

• Assist with other unlisted duties as needed

What It Takes To Succeed

In order to be eligible for the Student Intern Program at SRP, the employee must be actively enrolled in a minimum of six (6) credit hours that are college level (100) or above over the course of a regular semester and must be working towards a degree or certificate from an accredited college or university.

For an accelerated program, the student must be enrolled in six credit hours in the equivalent of a traditional semester

Experience

Preferred Knowledge and Skills

• Experience with the Windows & Macintosh Operating System and Microsoft Office productivity suite as well as Android\IOS mobile devices.

• A strong background in client support and demonstrated ability to work with clients of varied technical skill levels.

• Oral and written communication skills, including understanding of good documentation practices.

• Well organized with the ability to manage and prioritize multiple tasks simultaneously.

Education

College level coursework (100+) from an accredited institution will be evaluated on an individual basis according to the skill/level to determine if applicable to the position by management.

 

Hybrid Workplace

SRP currently offers a hybrid workplace, which allows employees whose jobs can be performed remotely, and who have sufficient technical capability, to telework up to three days per week. Although teleworking is available, all employees must live and work in Arizona. We are taking steps to protect the health and well-being of all team members, and by following a number of