Computer Support Specialist
Listed on 2026-02-16
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IT/Tech
Technical Support, IT Support, HelpDesk/Support
Location: Urbandale, IA (Onsite)
Assignment Length: 20 Months (As a W2 employee of Kelly
OCG)
Pay Rate: $32.00 per hour
Shift Information: Standard business hours, onsite
Visa sponsorship is not available, now or in the future, for this position. Cross border work is not permitted for this role.
Finding your ideal job can feel overwhelming, but Kelly
OCG is here to make it easier. We’re on the lookout for a skilled Tier II Support Representative to join our team in Urbandale. This role could be the next exciting step in your technical support career!
As a Tier II Support Representative, you will provide advanced technical support for digital products, services, and integrations across the Operations Center. You’ll resolve complex issues escalated from Tier I support, work closely with cross-functional teams, and help improve support processes, documentation, and customer experience.
Key Responsibilities- Troubleshoot complex technical issues escalated from Tier 1 support and internal teams
- Resolve technical problems related to data flows, integrations, API connectivity, organization management, machine connectivity, and account permissions
- Collect and analyze case data to identify root causes, trends, and potential defects
- Work with product teams, engineering, enterprise partners, and other groups to triage and resolve high-impact issues
- Provide clear, actionable problem definitions to product teams
- Participate in support, product resolution, and cross-functional meetings
- Develop and improve internal documentation and knowledge articles
- Document case notes, root causes, and solutions for internal use and downstream teams
- Share knowledge and assist with onboarding less experienced support representatives
- Manage cases according to urgency, team workflow, and SLA expectations
- Identify recurring issues and opportunities for process improvement
- Stay current on new features, product updates, APIs, and system changes
- Proactively pursue personal and professional development
- 2+ years of customer support, product support, technical support, engineering support, or IT troubleshooting experience
- Strong analytical, problem-solving, and data interpretation skills
- Effective communication skills, able to translate technical concepts for a variety of audiences
- Ability to collaborate across teams and within structured support processes
- Strong organizational and time management skills
- Demonstrated adaptability in a fast-paced or evolving technical environment
- 2+ years working in a technical team environment
- Experience in a help desk, call center, or multi-tiered support environment
- Familiarity with negotiation and escalation processes (e.g., problem resolution, root cause workflows)
- Experience with API integrations, data flows, or digital agriculture platforms
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