IT Support Center Technician

Odyssey Reinsurance Company (OdysseyRe) is the global reinsurance arm of Odyssey Group, one of the world’s leading providers of reinsurance and specialty insurance. OdysseyRe offers a broad range of property, casualty, and specialty reinsurance products, providing capital and risk management solutions for clients to efficiently manage economic risk through a network of branch and representative offices across North America, Latin America, EMEA (Europe, Middle East & Africa), AsiaPacific and London.

OdysseyRe is an equal opportunity employer with excellent benefits and a strong commitment to providing training and opportunities for our staff. We provide employees an innovative, enriching environment and take great pride in their career growth.

OdysseyRe is rated A+ (Superior) by AM Best and A+ (Strong) by Standard and Poor’s. Odyssey Group is a subsidiary of Fairfax Financial Holdings Limited, which is traded on the Toronto Stock Exchange under the symbol FFH.

IT Support Center Technician; Overland Park, Kansas (5 days on-site)

Report To: William Snell, IT Support Center Manager

Odyssey Group Holdings, Inc., and its subsidiaries, collectively referred to as Odyssey Group, is one of the world’s leading providers of reinsurance and specialty insurance, encompassing three distinct yet complementary operating platforms supported by six divisions, 37 business units and a network of more than 30 offices. Odyssey Group is a subsidiary of Fairfax Financial Holdings Limited, a holding company with total assets of $92.0 billion in total assets and $27.7 billion in total equity.

Position Summary

We are seeking a highly skilled and service-oriented IT Support Center Level 2 Technician to join our dynamic team. In this role, you will deliver outstanding technical support and provide an exceptional service experience to internal and external stakeholders across the U.S. and global offices. You will be responsible for troubleshooting hardware, software, and system-related issues at Tier 1 and Tier 2 levels—always with professionalism, empathy, and a commitment to timely resolution.

Key Responsibilities

• Provide responsive, empathetic, and solution-focused support via phone, email, teams, ticketing system (ServiceNow), and in person interactions.
• Triage and resolve end-user issues efficiently, providing support both remotely and onsite as needed.
• Maintain clear and detailed documentation of incidents, solutions, and procedures within the IT ticketing system.
• Administer user accounts and access permissions using tools like Azure AD and Active Roles Server (ARS).
• Escalate complex or unresolved issues to appropriate technical staff or vendors while maintaining ownership of the request.
• Assist with hardware setup, maintenance, and asset tracking to ensure availability and reliability of user equipment.
• Support Conference room, audio/visual equipment setup and provide training or documentation for effective use.

• Deliver high-touch personalized communication and strategic support with discretion for executive leadership.

• Provide end user orientation and guidance on hardware, software, and network operations.
• Proactively and effectively communicate updates to users and stakeholders with clarity and professionalism.

• Hybrid support of both Overland Park, KS (primary), and Kansas City, MO (secondary) offices. Working 5 days on-site in OPK and 1 day bi-weekly in the Kansas City office or as needed for new hires, rollouts, health checks, etc.

Additional Duties and Responsibilities

• Safeguard sensitive company data and always maintain confidentiality.

• Promptly resolve assigned Help Desk tickets within expected SLAs.

• Perform device imaging, setups, hardware deployments, and mobile device configurations.

• Keep team lead and manager informed of issues or trends impacting service quality or business operations.
• Maintain clear, concise, and consistent ticket records.

• Liaise with vendors for hardware/software issues and create quotes for purchasing equipment as needed.

• Search for equipment and/or accessories online and create quotes for purchasing.

• Be available for occasional travel to branch locations and participate in on-call rotations when required.

• Coordinate and lead IT collaboration sessions for identified issues and escalations.

Qualifications & Skills

• Proven ability to troubleshoot and resolve technical problems quickly and effectively with a customer-focused attitude.
• Strong verbal and written communication skills; ability to convey technical information in a clear and professional manner to non-technical users.
• Expertise in Windows 10/11, Microsoft Office 365 (particularly Excel and Outlook), and common web browsers.
• Working knowledge of Citrix, MS Intune, ServiceNow, and basic networking (TCP/IP).

• Strong written and verbal communication skills, including the ability to dialogue with executives with confidence and provide white glove support when necessary.
• Highly motivated self-starter with a high level of curiosity to understand how things work.
• Familiarity with tools such as Nexthink and Intune for endpoint monitoring and management is preferred.

Education/Experience

Education

• Technical certification or equivalent training in a relevant discipline.
• Preferred Qualifications:
  • Associate or bachelor's degree in computer science, Information Systems, or related field.
  • Industry certification such as a MCP, CompTIA A+, ITIL, or equivalent.
  • Prior experience in IT support, customer service, or help desk environments.

Experience

• 3 – 5 years of hands-on experience directly related to the duties and responsibilities specified, including knowledge of operating systems, and applications.

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