Program Intern, End User Service Desk

Pilotcompany; Knoxville (TN); On-site; USD 21,000 - 30,000; Full time

Job summary

Pilot Company is seeking a proactive Service Desk Intern to join our End User Support team in Knoxville, Tennessee, for the summer of 2027. This role focuses on end-user desktop support, mapping processes, and managing the laptop imaging lifecycle to streamline operations.

You will drive data-driven automation opportunities, support imaging and deployment, and produce actionable documentation to improve service delivery.

Qualifications

• Education: A student pursuing a degree in Computer Science or a related technical field; AI or CompTIA background is a plus.
• Technical Skills: Experience in Excel is critical; Office 365, Microsoft, and Apple technology is a plus.
• Soft Skills: Attention to detail, strong written and verbal communication, team-oriented yet able to work independently.

Responsibilities

• Drive Automation Opportunities: analyze system performance and service desk data to identify bottlenecks and engineer data-driven automation solutions.
• Manage Laptop Lifecycle & Imaging: oversee imaging, configuration, and deployment of laptops for onboarding and refreshes.
• Deliver End-User Support & Documentation: provide desktop support and create clear troubleshooting guides to improve resolution efficiency.
• Map Operational Processes: document and map support workflows from intake to final resolution to optimize service management.

Skills

Automation analysis

Excel

Teamwork

Written communication

Education

Pursuing a Bachelor's degree in Computer Science

Tools

Office 365

Microsoft Windows/macOS

Excel (Advanced)

Job description

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.

What We're Looking For

• Education: A student pursuing a degree in Computer Science or a related technical field, a background in AI or CompTIA certification is a plus
• Technical Skills: Experience in Excel is critical. Experience with Office 365, Microsoft, and Apple technology is a plus
• Soft Skills: A high level of attention to detail, strong written and verbal communication skills, and the ability to work well in a team-oriented environment while also performing duties independently.
• Qualities: We value individuals who are driven, reliable, authentic, and welcoming.

Why Pilot Company?

Our culture is built on four core virtues: Driven, Reliable, Authentic, and Welcoming. As an intern, you will see these values in action every day. You'll be part of a team that is driven to increase store system uptime, reliable in its commitment to key deliverables, authentic in its communication, and welcoming to new ideas and perspectives. You will be fully integrated into the team, participating in all team meetings and discussions, both internally and with vendors.

This is a full-time, in-person internship, June 7 - August 13, 2027. You'll be working alongside our team in our Cross Park office in Knoxville, where you'll have the opportunity to build meaningful relationships and experience the full scope of life at Pilot Company.