IT Support Specialist (Temporary)
Role Details
Location: San Pedro Sula Only
Work Arrangement: Hybrid
Type of Support: Tickets
Contract Duration: Temporary, 5 months
Training Schedule: on-site Monday to Friday, 8:00 am - 5:00 pm,
Work Schedule: Monday to Friday, 8:00 am - 5:00 pm
Expected Start Date: December 10, 2026
About Us
Crescendo is the AI-native customer experience platform built to run a company’s entire CX operation in one connected system. We bring together customer support, workforce management, quality, and knowledge, with specialized AI agents doing the work and people guiding it.
Over the past year, AI-handled volume on our platform grew 600%. Brands like Grindr, Headspace, and Nothing Bundt Cakes trust Crescendo, and Newsweek recognized us as a 2026 AI Impact Awards winner.
Our mission is to deliver exceptional customer experiences that propel organizations, combining an AI-native CX platform with CX expertise to deepen trust and drive business impact.
Join us and help shape what comes next.
The Role
Looking to jump-start your IT career? Looking for the next best thing in your IT career? we are looking for a talented IT Support Specialist. We’re currently searching for passionate candidates with up-to-date knowledge and expertise for the role of Information Technology support. Your main focus will be to provide IT-related support for our associates in their daily tasks, maintain IT-related databases, and troubleshoot production-oriented problems that may arise.
We constantly interact with people, whether in-person or remotely, to support and troubleshoot any situation that may be impacting their ability to perform their tasks. Efficient response, good communication skills, and willingness to assist are essential aspects of the role.
As an IT Support Specialist, your main focus will be to maintain operational systems status, which includes internet/network, hardware, software, and equipment databases.
What You’ll Do:
- Provide excellent, friendly, and positive customer service
- Assist agents with a wide range of inquiries, including technical questions and general support
- Troubleshoot and resolve customer issues with strong problem-solving, reading comprehension, and critical thinking skills
- Work independently and collaboratively
- Service desk operations
- Own first response and triage for all inbound ITSM tickets and IT Help Assist Slack requests during core hours
- Acknowledge high-priority tickets within 30 minutes and 1 business hour for all others; resolve or escalate within SLA
- Keep ticket state accurate (Waiting for support / Pending / Resolved)
- Categorize and tag tickets consistently so post-leave reporting is possible
- Escalate anything out of scope
- Identity, account, and access administration
- Password resets and account unlocks (Google Workspace, MacOS)
- MFA resets and re-enrollment
- SaaS access grants and removals against a pre-approved role matrix:, LaunchDarkly, Figma, Tableau, Looker, Confluence/Jira, GitHub (via Google SSO), Claude, AirMason, Short.io, Bird, Google Search Console, Google Actions Center, Excel/M365, Zapier
- Google Workspace user-level admin: group/alias membership, calendar delegation, booking links, calendar cleanup for departed staff, Meet room hardware
- Slack administration: user group (@tag) membership, mobile access policy exceptions, channel access
- Employee lifecycle execution
- Offboarding: session revocation, license reclamation, device recovery, mailbox/calendar handling executed to checklist
- Endpoint and hardware support
- macOS support: login issues, performance and "not loading" complaints, OS/app updates, storage
- New and replacement laptop requisition, imaging, MDM (Kandji/Iru) enrollment, shipping, and return logistics via 3rd-party warehousing team
- Documentation
- Write or update a Confluence runbook for any ticket type handled more than twice
- Maintain a running handover log to keep a documented state, not a backlog of undocumented decisions
What We Expect From You:
- Strong English skills, both Written and Spoken
- 1-2 years of experience in information technology or technical support
- Great interpersonal and customer service skills
- Problem-solving skills
- Excellent written/verbal communication skills
- Extensive familiarity with Windows & macOS operating systems
- Familiarity with cloud platforms such as Google Workspace, Slack, Jira, and others
- Understanding of network fundamentals
- Proactive and self-manageable
- Process-oriented
- Teamwork mentality
- Good eye for process improvement
What You’ll Get In Return:
- Be part of a people-first, values-driven organization
- Work with innovative global partners and diverse teams
- Competitive base salary
- Generous paid time off
- Comprehensive benefits package including medical, dental, and vision options
- Access to free posture-based fitness workouts from home
- Training and professional development opportunities
Company Culture
Proudly certified as a Great Place to Work®, our culture combines an AI-first mindset with an environment where top talent thrives. Our core values define our operational standard and give us our edge. They set the bar for how we execute, innovate, and partner with the world's leading brands.
- Care for Others: Empathy drives high performance. When our teams and partners thrive, the operational mission succeeds.
- Embrace Growth: Curiosity fuels progress. Take calculated risks, sharpen your technical and operational edge, and push boundaries.
- Manifest Trust: Trust is our primary currency. Earn it through execution, protect it fiercely, and build seamless collaboration.
- Take Ownership: Act with extreme accountability and integrity. Decisive action drives lasting impact.
- Be Humble: Humility unlocks better ideas. Listen actively, elevate collective intelligence, and maintain a continuous learning mindset.
Crescendo is an equal-opportunity workplace. We champion diversity, inclusion, equity, and belonging as core pillars of how we operate. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other legally protected status. Qualified applicants with criminal histories will also be considered in a manner consistent with legal requirements.
We are committed to full inclusion. If you require reasonable accommodations to participate in the application or interview process, please contact us at careers@crescendo.ai.
Privacy Notice
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