Help Desk Specialist

📍 Hybrid – Lisbon | 💼 Freelance / Technical Assistance | 🔒 Security Clearance RequiredAbout the RoleAt wBrain, we are seeking an experienced Help Desk Specialist to provide high-quality technical and user support for a large-scale Learning Environment Platform used by an international organization. You’ll act as the main point of contact for end-users, ensuring effective resolution of incidents, smooth platform operation, and exceptional customer satisfaction.Key ResponsibilitiesServe as the first line of support for users of the Academy Learning Environment.Log, track, and resolve incidents through the ticketing system and other communication channels.Manage user accounts, access rights, and troubleshooting related to platform use.Escalate complex technical issues to the relevant technical teams when required.Monitor system performance and identify improvement areas in workflows and processes.Ensure high-quality reporting and maintain documentation of technical incidents.Prepare monthly performance and satisfaction reports.RequirementsMinimum 5 years of experience in Help Desk, IT Support, or similar roles.Experience with Learning Management Systems (LMS/TMS).Technical proficiency in Windows, macOS, and Linux troubleshooting.Knowledge of Active Directory, PowerShell, networking (TCP/IP, DNS, DHCP).Strong understanding of ITSM tools (ServiceNow, Jira, etc.).Excellent English communication skills (B2–C1 level).Strong analytical and problem-solving skills with a user-centric mindset.Eligibility for or possession of NATO Secret clearance.Nice to have:Certifications such as MCSA, CCNA, CompTIA Server+, MD-100/101.Familiarity with Webex, Teams, or AV systems support.Experience in international or defense-related environments.What We OfferOpportunity to work in a high-impact international environment.Flexible hybrid work model (Lisbon-based).A collaborative and multicultural team culture.Exposure to large-scale digital learning transformation initiatives.📧 Interested? Send your CV to andre.cabral@workerbrain.com with the subject: Help Desk – Learning Environment