College Intern

About the Role

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.

Key Responsibilities

• 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.

Requirements & Tech Stack

• Windows Operating System
• Microsoft Office productivity
• Microsoft Teams
• Conferencing specific support (e.g., Crestron, Polycom, Biamp, Microsoft Teams Rooms)

Qualifications

• A high school diploma, GED, or equivalent is required.
• 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.

Student Intern Program Eligibility:

• Must be actively enrolled in a minimum of six (6) credit hours of college-level (100) or above courses over the course of a regular semester and working towards a degree or certificate from an accredited college or university.
• For an accelerated program, enrollment in six credit hours in the equivalent of a traditional semester is required.

Workplace Details:

• Hybrid workplace: Employees whose jobs can be performed remotely may telework up to three days per week.
• All employees must live and work in Arizona.