College Intern - Digital Support & Voice

Requisition ID: 20484   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 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 Summary This position is responsible for providing exceptional customer service and support to SRP employees and fellow team members by ensuring efficient and effective service, training, and support for real-time communications, virtual meetings, conference rooms, audiovisual (A/V) technologies, and digital signage.   The candidate will be part of the Digital Support and Voice (DSV) team that provides enterprise-wide: Voice and conferencing technologies to ensure consistent, reliable and secure services to SRP stakeholders and customers. Conference room and audio / visual (A/V) technologies to ensure consistent, modern, and inclusive meeting experiences for SRP's hybrid work environment. The student intern will work daily scheduled hours based on the department's needs, with a minimum requirement of 15 hours and up to 40 hours per week maximum. Work week is Monday - Friday during support hours of 7am-5pm. What You'll Do Student Intern responsibilities include: Provide support for Microsoft Teams and Zoom. Provide subject matter expertise and support for conference room and A/V technologies. Monitor support queues and address incoming Incidents and Requests to ensure service levels are met to maintain overall positive user experiences. Execute proactive room checks to ensure consistent service quality and proactive remediation of issues within conference rooms. Troubleshoot issues, failures or outages that could include issues with applications, operating systems, services, hardware, network connectivity and other infrastructure. Work within a defined set of processes and procedures for managing: Incidents, Problems, Knowledge, and Requests. Document and transfer knowledge for improving first contact resolution and client self-service. Assist with other unlisted duties, as needed. Education A high school diploma, GED, or equivalent is required.Additional Requirements and Qualifications Preferred Knowledge and Skills: Experience with the Windows Operating System and Microsoft Office productivity. 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. Proficient knowledge of Microsoft Teams. Proficient knowledge of conferencing specific support (i.e. Crestron, Polycom, Biamp, Microsoft Teams Rooms).   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.  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.   Drug/Alcohol Policy Statement To promote the safety and well-being of our employees, customers, and the communities we serve, SRP is committed to maintaining a drug/alcohol free work environment. Although marijuana may now be legal in Arizona, except as otherwise specified under Arizona law, SRP considers it to be an illegal drug for the purpose of our drug/alcohol policy because marijuana remains illegal at the federal level. Any candidate found to be impaired during the hiring process or who has the presence of an illegal drug or unauthorized substance in their system during the pre-employment drug/alcohol test may be disqualified from further consideration in the hiring process.   Equal Opportunity Employer Statement Salt River Project (SRP) is committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, military status, or any other protected status under applicable federal, state or local law.   Work Authorization All candidates must be legally authorized to work in the United States.Currently, SRP does not sponsor H1B visas, OPT, or other employment-related visas.