Student Intern, IS Client Support

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We are currently seeking a talented individual for the position ofClient Support Student Intern in the Information ServicesDepartment. We are looking for an energetic addition to our team to assist the Help Desk and Desktop Support functions.

The Client Support team is comprised of two roles; Help Desk and Desktop Support. The team is responsible for Service Desk and Service Incident Management as they provide first level support of hardware, computing devices and enterprise and retail applications used by UNS employees and contractors. The team supports over 3,800 computers and laptops, about 370 printers and multi-function devices, over 1,100 smart phones, and over 100 flip phones.

We take pride in being the "Face of IT" as we often have direct interaction with our clients and strive to provide excellence in our service delivery. We are responsible for the Service Desk and Incident Management processes.

Position Overview

The intern will assist at the Service Bar in addition to taking calls and working tickets from TEP and UniSource Energy employees across the state. The technician will create and document tickets and create knowledge articles for issues related to hardware, software, and mobile devices and escalate tickets to other teams as needed.

Position-Related Responsibilities

• Field incoming help requests from end users via the Service Bar, telephone, voicemails, and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Verify hardware assets are assigned to clients.
• Asset cleanup within ServiceNow.
• Assist with inventory, confirming assets assigned to clients.
• Assist with software installation requests.

Knowledge, Skills & Abilities

• Effective written and oral communication skills are required plus a willingness to learn in a rapidly changing environment.
• Strong critical thinking skills
• Strong analytical skills, including a basic understanding of statistical concepts, coding, etc.
• Ability to understand, synthesize, and summarize complex, inter-related topics
• Good interpersonal and communication skills (written and verbal)
• Ability to work independently as well as in a team environment
• Ability to protect highly sensitive and confidential information

Qualifications

• Be pursuing a degree in Information Technology, Management Information Systems, Computer Science or related discipline with an expected graduation date of 2028 or later.
• Have a high level of interpersonal skills and the ability to protect highly sensitive and confidential information; Must be able to meet regular deadlines
• Demonstrate effective verbal and written communication skills
• Possess functional knowledge of Microsoft Office products

Requirements

• Must be able to work a minimum of 20 hours per week during regular business hours; and up to 40 hours a week during the summer and school breaks
• Student Interns must be enrolled in a specified degree program and maintain the required hours for full-time student status, good academic standing at their college or university, as defined by the college or university and the GPA required for graduation by their college or university. Failure to maintain full-time status, good academic standing and/or the requisite GPA will result in student being deemed ineligible for participation in the program.
• Student Interns are employed on a temporary basis and are generally not eligible for some benefits; including holiday pay.
• Scheduling of work hours and assignments should be made taking into consideration that Student Interns are students first and employees second.