Program Intern, End User Service Desk

Pilot Flying J; Knoxville (TN); On-site; USD 25,000 - 33,000; Full time

Job summary

Pilot Company is seeking a Service Desk Intern to join our End User Support team in Knoxville, TN, for the summer of 2027. You will help streamline operations, build dashboards, and contribute to improving service delivery across the network.

The internship is full-time and in-person at our Cross Park office in Knoxville, offering hands-on experience with automation and process improvement in a large, multi-brand organization.

Qualifications

• Pursuing a degree in Computer Science or a related technical field; AI background is a plus.
• Experience with Excel is essential; familiarity with Office 365, Microsoft, and Apple tech is a plus.
• Strong communication, detail orientation, and ability to work in a team while also self-directed.

Responsibilities

• Drive automation opportunities by analyzing system performance and service desk data to design data-driven solutions.
• Manage laptop lifecycle and imaging for onboarding and refreshes from end-to-end.
• Provide end-user desktop support and create clear, actionable documentation to improve resolution efficiency.
• Map support workflows from intake to final delivery to identify bottlenecks and optimize service management.

Skills

Attention to detail

Written communication

Verbal communication

Education

Computer Science or related field

AI background

CompTIA certification

Tools

Excel

Office 365

Microsoft

Apple technology

Job description

Pilot Company is an industry-leading network of travel centers with more than 30,000 team members and over 750 retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division serves as a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations in our nation's busiest basins. Pilot Company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing.

Founded in 1958 by Jim A. Haslam II and currently led by CEO Adam Wright, our founding values, people-first culture and commitment to giving back remains true to us today. Whether we are serving guests, a fellow team member, or a trucking company, we are dedicated to fueling people and keeping North America moving.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or any other characteristic protected under applicable federal, state, or local law.

Military encouraged to apply.

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.

Qualifications

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.

Additional Information

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.