Program Intern, End User Service Desk

Are you a proactive and detail-oriented computer science student with a passion for ensuring system reliability? Pilot Company is seeking a Service Desk Intern to join our End User Support team in Knoxville, Tennessee, for the summer of 2027. This is a unique opportunity to directly contribute to our operational excellence by leveraging data analytics to identify, design, and implement process automation opportunities. In this role, you will be an integral part of the Service Desk team. Your work will involve performing essential end-user desktop support, mapping operational processes from intake to delivery, and managing the laptop imaging lifecycle. The expected outcome of your work is streamlined support operations, improved continuous improvement tracking through custom dashboards, and enhanced service delivery across the network. What You’ll Do Your responsibilities may include: Drive Automation Opportunities: Analyze system performance and service desk data to identify operational bottlenecks and engineer data-driven automation solutions. Manage Laptop Lifecycle & Imaging: Oversee the end-to-end device deployment process, including imaging, configuring, and preparing laptops for team member onboarding and refreshes. Deliver End-User Support & Documentation: Provide desktop support to end users while creating clear, actionable technical documentation and troubleshooting guides to improve resolution efficiency. Map Operational Processes: Document and map support workflows from initial request intake through final resolution and delivery to identify bottlenecks and optimize service management.