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. KEY RESPONSIBILITIESThe following duties are representative but not all‑inclusive. Other duties may be assigned. Ticket Triage & Data Quality Review and triage tickets to ensure accurate categorization, prioritization, assignment, and field completionPerform ticket quality checks to support SLA tracking and reporting accuracyIdentify trends or data inconsistencies impacting service desk performance metrics Knowledge Base (KB) Creation & Maintenance Create, edit, and maintain internal and external knowledge base articlesConvert recurring issues and resolutions into documented KB contentEnsure articles meet quality, formatting, and usability standards Reporting & Metrics Assist with development and maintenance of Freshservice reports and dashboardsSupport weekly operational metrics related to ticket volume, SLA compliance, backlog, and resolution trendsValidate data used for leadership and operational reporting Freshservice Administration (Supervised) Provide limited and supervised administrative support within Freshservice, including: Ticket forms and custom fieldsCategories, subcategories, and service catalog items Assist with testing, documenting, and validating platform changesSupport controlled cleanup and standardization initiatives Workflow & Process Improvement Assist with limited workflow automation under supervisionDocument existing processes and workflowsIdentify opportunities for efficiency, standardization, and continuous improvement What Success Looks Like Accuracy and consistency of ticket dataVolume, quality, and usability of knowledge base articles createdTimely and accurate weekly reporting and metricsDemonstrated contributions to process and operational improvements QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty 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 administrationFamiliarity with ticketing systems or service desk tools (Freshservice preferred)Strong attention to detail and data accuracyAbility to work with structured processes, workflows, and documentationProficiency with Microsoft 365 (Excel, Word, Teams)Exposure to ITIL or ITSM concepts is a plusExposure 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 TechnologyComputer Information SystemsComputer ScienceManagement Information Systems (MIS)Or a related technical fieldEquivalent hands‑on experience or demonstrated interest in ITSM operations may be considered. Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Primarily sedentary, office‑based roleFrequent use of computer and standard office equipmentNo routine lifting, hardware deployment, or workstation support required Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Professional office environmentMinimal noiseHigh speed and reliable internet serviceHeadphones & microphone for meetings