IT Infrastructure - Intern

Chromalloy is a global engineering & solutions company. We are a leading provider of aftermarket parts, repairs, and solutions that safely & reliably extend the life of aircraft engines and gas turbines. We develop, manufacture and repair critical turbine components for a range of engine platforms. Our solutions support the engines running the aerospace, energy and defense industries around the world.

Video : What We Do

Why work at Chromalloy? Chromalloy employees are proud, passionate problem-solvers who strive to live our values every day. A career with Chromalloy is an opportunity to learn from top industry experts, work with important technologies, and unlock a passion for innovation. Join our team of experts, innovators and problem-solvers delivering world-class solutions for our customers. As a global company, we are committed to creating an inclusive environment where all employees feel represented, heard, and able to bring their best selves to work every day. Be part of something bigger with Chromalloy!

Internships at Chromalloy Our internship programs offer students and recent graduates a chance to gain real-world experience in a dynamic, high-impact setting. Interns at Chromalloy are immersed in hands-on projects, mentored by experienced professionals, and encouraged to contribute fresh ideas that drive innovation. This is an excellent opportunity to build valuable skills and launch your career in the aerospace and energy sectors.

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 Responsibilities The 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 completion
• Perform ticket quality checks to support SLA tracking and reporting accuracy
• Identify trends or data inconsistencies impacting service desk performance metrics

Knowledge Base (KB) Creation & Maintenance

• 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

Reporting & Metrics

• Assist with development and maintenance of Freshservice reports and dashboards
• Support weekly operational metrics related to ticket volume, SLA compliance, backlog, and resolution trends
• Validate data used for leadership and operational reporting

Freshservice Administration (Supervised)

• Provide limited and supervised administrative support within Freshservice, including:

• Ticket forms and custom fields

• Categories, subcategories, and service catalog items

• Assist with testing, documenting, and validating platform changes

• Support controlled cleanup and standardization initiatives

Workflow & Process Improvement

• Assist with limited workflow automation under supervision
• Document existing processes and workflows
• Identify opportunities for efficiency, standardization, and continuous improvement

What Success Looks Like

• Accuracy and consistency of ticket data
• Volume, quality, and usability of knowledge base articles created
• Timely and accurate weekly reporting and metrics
• Demonstrated contributions to process and operational improvements

Qualifications To 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 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

• Equivalent hands‑on experience or demonstrated interest in ITSM operations may be considered.

Physical Demands The 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 role
• Frequent use of computer and standard office equipment
• No routine lifting, hardware deployment, or workstation support required

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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

Due to government regulation only US persons (U.S. citizen, U.S. naturalized citizen, U.S. permanent resident, holder of U.S. approved political asylee or refugee status) may be considered for this role.

Chromalloy participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Any offer of employment will also be conditioned upon the successful completion of a background investigation and drug screen in accordance with company policy and applicable federal and state regulations.

Chromalloy is an equal opportunity employer - vets/disabled.

In the United States, if you need a reasonable accommodation for the online application process due to a disability, please contact: https://www.chromalloy.com/contact-us/