Solution Center/Help Desk Student Intern

Job Description

College Intern – Solution Center IT Help Desk | Salt River Project

The Tone:
This is an internship at Salt River Project, located in Tempe, AZ, offering a hybrid workplace option for qualified employees. SRP operates as one of the largest public power and water utilities in the U.S., delivering essential electricity to approximately one million customers in the greater metropolitan Phoenix area and providing critical resources vital to Arizona’s economy. This role is crucial for maintaining efficient internal operations by providing front-line technical support to SRP employees. By resolving technical issues and ensuring detailed documentation, this intern will directly contribute to SRP’s mission of providing reliable, affordable, and sustainable water and power services.

The TL;DR
• Role: Internship
• Type: Part-time (15-40 hours/week)
• Location: Hybrid, Tempe, AZ

• Mission: Provide technical assistance and problem-solving for internal SRP employees to maintain operational efficiency.
• Tech Stack: Microsoft Office (Word, Excel, PowerPoint, Access), Outlook, Exchange, Microsoft 365 (MS365) applications, Windows Operating Systems (Windows 11), Microsoft Edge, Chrome, Firefox, Networking (user accounts, login, FTP, dial-up/VPN, Intranet vs. Internet), Desktop hardware, Laptop hardware (wireless), Smartphones (Android, iPhone)

What You’ll Actually Do
• Assistance: Provide phone and chat assistance to internal SRP employees who possess varying degrees of technical knowledge.
• Service: Deliver excellent customer service, demonstrating patience while effectively addressing and resolving employee technical problems.
• Problem-Solving: Perform comprehensive problem-solving over the phone or through chat to diagnose and address technical issues.
• Escalation: Determine the appropriate course of problem escalation as required, ensuring that complex issues are handled by the correct teams.
• Documentation: Ensure detailed written documentation for every technical problem encountered and its resolution.

The Must-Haves
• Background: Student. Applicants must be enrolled as a college Freshman or Sophomore in an IT-related curriculum and be actively enrolled for a minimum of 6 credit hours (100+ level) during both the Spring and Fall semesters to qualify. A high school diploma, GED, or equivalent is a fundamental requirement for this position.
• Experience: Prior experience in a customer service role is highly preferred, demonstrating an ability to interact with and support individuals effectively.
• Skills: Familiarity with various Microsoft Office applications, including Word, Excel, PowerPoint, and Access, alongside proficiency in Outlook and Exchange for communication. Experience with Microsoft 365 (MS365) applications is also valued. Knowledge of Windows Operating Systems, specifically Windows 11, including understanding its configuration and properties, is essential. Candidates should also be familiar with web browsers such as Microsoft Edge, Chrome, and Firefox, and possess general knowledge of networking concepts, user accounts, login procedures, FTP, dial-up/VPN, and the distinction between Intranet and Internet. Problem-solving skills related to desktop and laptop hardware components, including wireless functionalities, and familiarity with smartphones, encompassing both Android and iPhone devices, are important.
• Bonus: College-level coursework (100 or higher) from an accredited institution is preferred, especially if management evaluates it as applicable to the position and relevant to the required technical skills.