The Desktop Administrator Intern provides frontline technical support and maintenance for end users across all IOTA Community Schools and the Home Office located in Memphis, TN, with a possibility of light travel to Little Rock, AR. This role serves as a primary point of contact for technology-related issues during the temporary internship period ending July 30, 2026. ESSENTIAL RESPONSIBILITIES Maintain open, proactive communication between IT and end users Respond to support requests quickly, thoroughly, and professionally Troubleshoot and repair end-user devices, with emphasis on Chromebooks Collaborate with network administrators, engineers, application teams, and knowledge management staff Perform remote and onsite diagnosis, analysis, and resolution of desktop issues; coordinate offsite repairs as needed Install, configure, test, maintain, and monitor end-user devices and related technology Maintain accurate technology inventory across schools and the Home Office Liaise with third-party vendors and support providers Use hand tools, power tools, and standard IT equipment safely and effectively Lift and transport moderately heavy equipment (computers, peripherals) Adapt quickly to changing technology and organizational needs KEY PERFORMANCE INDICATORS (TEMPORARY INTERNSHIP ROLE) Within the First 1–2 Months Respond to 85% of tickets within 1 business day Resolve 70% of support requests within 3 business days Achieve 50%+ first-contact resolution while learning systems and sites Complete all required onboarding and technical training Demonstrate working proficiency with Chromebooks, Windows devices, and printers Maintain or update inventory accuracy at assigned sites Document at least 2 internal knowledge base articles related to common issues By 3 Months Maintain 90% of tickets responded to within SLA Achieve 80%+ user satisfaction based on surveys and feedback Resolve 75%+ of tickets within 3 business days Independently manage common troubleshooting and escalation workflows Keep ticket recurrence below 15% for resolved issues Handle 70%+ of applicable tickets remotely Take ownership of one improvement effort, such as: Cleaning up inventory Creating/updating standard operating procedures Improving Chromebook prep/repair process Enhancing ticket management workflow