Program Intern, End User Service Desk

Pilot Company • Knoxville, TN

4d • Onsite

About The Position

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.

Requirements

• A student pursuing a degree in Computer Science or a related technical field
• Experience in Excel is critical.
• A high level of attention to detail
• Strong written and verbal communication skills
• Ability to work well in a team-oriented environment while also performing duties independently.

Nice To Haves

• A background in AI or CompTIA certification is a plus
• Experience with Office 365, Microsoft, and Apple technology is a plus

Responsibilities

• Analyze system performance and service desk data to identify operational bottlenecks and engineer data-driven automation solutions.
• Oversee the end-to-end device deployment process, including imaging, configuring, and preparing laptops for team member onboarding and refreshes.
• Provide desktop support to end users while creating clear, actionable technical documentation and troubleshooting guides to improve resolution efficiency.
• Document and map support workflows from initial request intake through final resolution and delivery to identify bottlenecks and optimize service management.

What This Job Offers

• Job Type: Full-time
• Career Level: Intern
• Education Level: Associate degree