IT Infrastructure - Intern
About The Position
The ITSM Freshservice Intern supports the backend administration and operational effectiveness of Chromalloy’s IT Service Management platform, Freshservice. This role is not an end‑user support position. Instead, the intern works behind the scenes to support IT agents by improving ticket quality, maintaining accurate data, developing knowledge base content, assisting with reporting, and providing supervised Freshservice administrative support. This internship offers hands‑on exposure to enterprise ITSM operations, service desk analytics, documentation standards, and continuous improvement initiatives. This is a hybrid internship that requires regular in-office presence to support learning, collaboration, and hands-on experience.
Requirements
- Interest in IT operations, service management, or systems administration
- Familiarity with ticketing systems or service desk tools
- Strong attention to detail and data accuracy
- Ability to work with structured processes, workflows, and documentation
- Proficiency with Microsoft 365 (Excel, Word, Teams)
- Currently enrolled in, or recent graduate of, an Associate or Bachelor’s degree program in: Information Technology, Computer Information Systems, Computer Science, Management Information Systems (MIS), Or a related technical field
- Equivalent hands‑on experience or demonstrated interest in ITSM operations may be considered
Nice To Haves
- Familiarity with Freshservice
- Exposure to ITIL or ITSM concepts
- Exposure to workflow logic, automation concepts, or scripting
Responsibilities
- Review and triage tickets to ensure accurate categorization, prioritization, assignment, and field completion
- Perform ticket quality checks to support SLA tracking and reporting accuracy
- Identify trends or data inconsistencies impacting service desk performance metrics
- Create, edit, and maintain internal and external knowledge base articles
- Convert recurring issues and resolutions into documented KB content
- Ensure articles meet quality, formatting, and usability standards
- Assist with development and maintenance of Freshservice reports and dashboards
- Support weekly operational metrics related to ticket volume, SLA compliance, backlog, and resolution trends
- Validate data used for leadership and operational reporting
- Provide limited and supervised administrative support within Freshservice, including: Ticket forms and custom fields, Categories, subcategories, and service catalog items
- Assist with testing, documenting, and validating platform changes
- Support controlled cleanup and standardization initiatives
- Assist with limited workflow automation under supervision
- Document existing processes and workflows
- Identify opportunities for efficiency, standardization, and continuous improvement
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What This Job Offers
Career Level
Intern
Education Level
Associate degree
Number of Employees
1-10 employees
