IT Service Desk Intern: Summer

This is a hands-on summer internship where you work as a real member of the IT team. Over ten weeks you will own projects in four areas: modern device deployment, service desk support, IT automation, and knowledge management. You will work with enterprise tools such as Microsoft Intune, Atlassian, Rapid 7, Abnormal, and Knowbe4, and help teams across Viaflex learn to use AI tools like Copilot and Claude to make their everyday work easier.

At the end of the summer, you will present your results and metrics to Viaflex leadership. You will leave with real experience and finished work to show employers.

• Deploy new workstations for the 2027 refresh using Intune and Autopilot, from imaging and enrollment through hand-off to the end user.
• Verify each device meets security baselines (network, endpoint protection, patch level), keep asset records accurate, and update the deployment runbook.

• Triage and resolve Tier 1 and Tier 2 tickets in Jira Service Management across the Sioux Falls, Brandon, and Madison sites, building up to your own weekly ticket load.
• Handle account provisioning, password resets, and access requests following IAM procedures, and document every resolution for reuse.

• Clean up service desk request types and build forms, automation rules, and SLA dashboards for high-volume requests.
• Pilot an AI or scripting solution (Copilot, Claude) for a repetitive task and measure the before and after results.

• Write and update knowledge base articles based on common ticket trends, covering how-to steps, troubleshooting, and known fixes.
• Organize and add IT documentation, such as procedures, user guides, and reference materials, to the document library so employees and technicians can find answers quickly.

• Attend Viaflex sponsored training and educational seminars.
• Engage and participate in Viaflex sponsored events.
• Work closely with assigned mentor and manager to reach successful completion of internship.
• Provide periodic updates to managers and peers on assigned project(s).
• Complete summer end internship presentation summarizing results, metrics, and lessons learned.
• Demonstrates Viaflex Team Member Values in their daily actions and encourages their teams to do the same.
• Learning, understanding, continuously improving, and promoting the division's quality management system in accordance with ISO standards.
• May be called upon to perform comparable duties of a similar or related nature and/or assist in other areas as needed.

• Hands-on experience managing devices with Intune and PDQ Deploy
• IT service management skills: ticket handling, process design, and SLA reporting
• Practical experience using AI and automation in IT operations
• Exposure to identity, security, and network tools in a multi-site manufacturing company
• Experience troubleshooting and supporting end users directly
• Weekly 1:1s with your direct leader, bi-weekly 1:1s with a mentor, and a seat in weekly IT team meetings
• Travel to the Brandon and Madison sites for device refresh and on-site support

High school diploma or GED, and pursuing an associate or bachelor's degree in information technology, computer science, cybersecurity, network administration, or a related field.

Ability to handle multiple projects and tasks simultaneously, without close supervision. Strong problem-solving and troubleshooting skills. Curiosity about how technology works and how to make it work better. Comfortable presenting to groups and explaining technical topics in plain language. Ability to work with a high level of confidentiality. Capacity to be flexible and multitask. Proficient with computers and mobile technology; familiarity with Windows, MacOS, or ticketing systems is a plus.

Ability to communicate clearly and professionally with end users, team members, and leadership staff.

Physical Requirements:

Required to sit, stand, walk, bend, and reach. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions:

Exposure to a normal office environment. Position may occasionally require entering a production environment, including exposure to noise, fumes, moving machinery, and varied temperatures.

Not all benefits are created…