IT Intern — AI Service Desk Assistant

IT Intern — AI Service Desk Assistant

The IT Intern will partner with the IT Service Desk team to design, build, and pilot an AI-powered IT Service Desk Assistant — a working prototype that uses large language models (LLMs) and retrieval-augmented generation (RAG) against our Freshworks ticketing data and IT knowledge base to auto-classify tickets and recommend resolutions to L1 analysts.

This is a hands-on, project-based internship with a defined deliverable, an executive sponsor (Senior Director, IT & Security), and a dedicated technical mentor. The intern will own the prototype end-to-end: data exploration, model and retrieval design, pilot execution, measurement, and a production-readiness recommendation.

What You'll Do

• Extract, clean, and analyze ~12 months of Freshworks ticket data to baseline volume, categories, MTTR, and resolution patterns
• Build a ticket classification and routing model using a commercial LLM API
• Design and implement an RAG pipeline against the Lyten IT knowledge base using a vector store
• Iterate on prompt design, retrieval quality, and evaluation metrics
• Run a structured pilot with a small group of L1 service desk analysts and measure impact against baseline KPIs
• Document the architecture, runbook, and a recommended production path
• Present findings and recommendations to IT leadership at the end of the engagement

Required Skills & Qualifications

• Currently enrolled in a Bachelor's or master's program in Computer Science, Data Science, Information Systems, AI/ML, or a related field; rising junior, senior, or graduate student preferred
• Proficiency in Python or like language,
• Working knowledge of LLM APIs (OpenAI, Anthropic, or equivalent) and basic prompt engineering
• Familiarity with RAG concepts
• Git and version control fundamentals
• Strong written and verbal communication; able to explain technical work to non-technical stakeholders
• Self-directed, organized, and able to scope and ship a deliverable on a fixed timeline

Preferred / Nice-to-Have

• Prior coursework or project work in NLP, information retrieval, or applied machine learning
• Experience with ITSM platforms (Freshworks, ServiceNow, Jira Service Management) or general familiarity with IT service desk operations
• Familiarity with evaluation frameworks for LLM applications (RAGAS, LangSmith, or equivalent)
• Basic understanding of data privacy and security best practices when working with internal company data

What You'll Gain

• Real-world experience deploying applied AI inside a production IT environment at a high-growth advanced manufacturing company
• Direct mentorship from senior IT and security engineers and an executive sponsor at the Senior Director level
• End-to-end ownership of a project that will be presented to company executives
• A portfolio-ready deliverable and a documented business impact you can speak to in future interviews

Physical Requirements

• Must be able to sit, stand and use a computer for extended periods of time

Compensations Range:

The expected base salary range for this position is between

$25.00 - $32.00

The level of pay within the range will depend on a variety of job-related factors that may include location, relevant prior experience and/or education, or particular skills and expertise.

In addition to base pay this position is eligible for tier based bonus and equity, healthcare, dental, vision, corporate discounts, paid holidays, PTO and sick time, 401K, employee relocation plan (if applicable)

Lyten is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, or status as a qualified individual with a disability. EEO Employer/Vet/Disabled.