IT Infrastructure - Intern

Chromalloy is a global engineering & solutions company that provides aftermarket parts, repairs, and solutions for aircraft engines and gas turbines. We develop, manufacture, and repair critical turbine components for aerospace, energy, and defense industries worldwide.

About the role

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.

Key Responsibilities

• Ticket Triage & Data Quality 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
• Aid in 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
• 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

Qualifications

• 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

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Preferred Knowledge, Skills, and Abilities:

• Interest in IT operations, service management, or systems administration
• Familiarity with ticketing systems or service desk tools (Freshservice preferred)
• Strong attention to detail and data accuracy
• Ability to work with structured processes, workflows, and documentation
• Proficiency with Microsoft 365 (Excel, Word, Teams)
• Exposure to ITIL or ITSM concepts is a plus
• Exposure to workflow logic, automation concepts, or scripting is beneficial but not required

Education and/or Experience:

• 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

Physical Demands:

• Primarily sedentary, office-based role
• Frequent use of computer and standard office equipment
• No routine lifting, hardware deployment, or workstation support required

Work Environment:

• Professional office environment
• Minimal noise
• High speed and reliable internet service
• Headphones & microphone for meetings