Job Description

The Information Technology Internship will complete an AI-Assisted Service Desk Triage & Knowledge Optimization proof-of-concept project. The purpose of this project is to explore how artificial intelligence can responsibly assist IT Service Desk operations by improving ticket clarity, documentation alignment, and insight into recurring issues.

• Analyze historical "Something's Wrong" Service Desk tickets to identify common issue patterns and documentation gaps; using data, will design and test AI prompts that summarize ticket histories, suggest categories, and recommend relevant knowledge base articles
• Responsible for data analysis, prompt development, documentation of findings, and a final presentation summarizing results and recommendations

Qualifications:

• Current full-time student pursuing a degree in Information Systems, Management Information Systems (MIS), Computer Science, Data Analytics, Business Analytics or Information Technology
• Preferred: Foundational coursework or efforts taken in pursuit of artificial intelligence, data analysis, or IT service management
• Commit to 40 hours per week (Monday - Friday) for a 10 week summer internship; must have accommodations in the Dallas (North Texas) area

Skills:

• Foundational understanding of AI concepts, particularly text summarization, classification, and prompt-based tools (e.g coursework or hands-on academic projects using generative AI)
• Strong written communication skills with the ability to clearly summarize technical issues and document findings
• Analytical thinking skills, including the ability to identify patterns and themes in written data (such as tickets or case studies)
• Basic technical literacy, including familiarity with common enterprise tools (email, collaboration platforms, ticketing concepts)
• Attention to detail and quality orientation, especially with reviewing or validating AI-generated output

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