Bunmi Muoghalu

Customer-focused, detail-oriented, and dependable Help Desk Specialist sought for fully remote position. The ideal candidate will provide technical support to end users, troubleshoot hardware and software issues, resolve technical problems, and ensure a high level of customer satisfaction while collaborating with internal teams. This role requires strong troubleshooting abilities, excellent communication skills, attention to detail, customer service experience, and the ability to work independently in a remote support environment.

Help Desk Specialist - Remote The Help Desk Specialist will be responsible for responding to support requests, diagnosing and resolving technical issues, maintaining user accounts, documenting support activities, escalating complex problems when necessary, and assisting with system maintenance and technology initiatives.

• Provide technical support to end users via phone, email, chat, and remote support tools.
• Diagnose and troubleshoot hardware, software, printer, network, and connectivity issues.
• Install, configure, and maintain computer systems, applications, and peripheral devices.
• Reset passwords, manage user accounts, and assist with access requests.
• Document support requests, resolutions, and troubleshooting steps in the ticketing system.
• Escalate unresolved issues to appropriate technical teams when necessary.
• Assist with onboarding and offboarding of employees, including account setup and equipment configuration.
• Support Microsoft 365 and other business applications.
• Maintain accurate technical documentation and knowledge base articles.
• Monitor support tickets and ensure timely resolution in accordance with service level agreements.
• Collaborate with IT staff and other departments to resolve technical issues.
• Participate in team meetings, process improvements, and ongoing training initiatives.
• Deliver excellent customer service while maintaining professionalism and confidentiality.

Master of Science in Information Technology – University of the Potomac (2024-09 – 2026-09)