Technical Support Technician III

Overview

Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2026! Responsible for supporting Mercury Insurance across both Mac and Windows environments, this role focuses on resolving complex end-user computing issues and owning escalations end-to-end. The position drives problem management initiatives, implements preventive solutions through automation and packaging, and analyzes trends to improve overall support effectiveness. Additionally, this individual mentors technicians on advanced troubleshooting and is prepared to step in as interim Team Lead when designated. Position Summary: The primary job function of Technical Support Technician III is researching and resolving the most difficult and complex problems that others desktop support technicians have been unable to resolve. Utilize advance technical knowledge and lead the implementation of technical solutions. Analyze and identify trends in issue reporting and devising preventive solutions. mentoring other help desk personnel on hardware and software problem analysis and resolutions. Geo-Salary Information An in-person interview may be required during the hiring process State specific pay scales for this role are as follows: $63,410 to $117,348 (CA, NJ, NY, WA, HI, AK, MD, CT, RI, MA) $57,646 to $106,680 (NV, OR, AZ, CO, WY, TX, ND, MN, MO, IL, WI, FL, GA, MI, OH, VA, PA, DE, VT, NH, ME) $51,881 to $96,012 (UT, ID, MT, NM, SD, NE, KS, OK, IA, AR, LA, MS, AL, TN, KY, IN, SC, NC, WV) In CA: Typical hiring range is $81,341.10 to $112,973.75 The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

Responsibilities

Essential Job Functions:

• Provide technical support and solutions to complex problems that other levels of technicians are not able to resolve including Windows operating system and Apple/Mac desktop and laptops. 65%
• Participates in various Technical Support special projects. 25%
• Schedule and/or coordinate vendor service calls for repairs, installations, equipment removal, and
• preventive maintenance 15%
• Provide mentoring to less experienced positions. 10%
• Regular attendance at work on a full-time schedule of at least 8 hours and 40 hours per week. -
• Other functions may be assigned -

Qualifications

Education: Minimum:

• Worker characteristics are normally acquired through completion of bachelor’s degree in computer science, or associate degree plus 2 years of tech support experience.
• Completion of related industry certifications such as CompTIA A+, ITIL, PC, or JAMF equivalent recommended.

Preferred:

• Microsoft Certifications for Azure recommended.
• Bachelor’s degree in computer science or related

Experience: Minimum:

• 3-6 years of prior Computer Support experience in a corporate environment

Preferred:

• 5 or more years of experience supporting Windows and/or Mac OS in an enterprise environment
• 2 or more years of experience with ticketing systems such as ServiceNow
• 2 or more years of experience with enterprise application such as Tanium, Azure, M365, etc.
• 1 or more years of experience providing technical mentoring or leadership

Knowledge and Skills:

• Thorough knowledge of information management practices and procedures for Windows Operating System, Microsoft Office, and Enterprise Apple/Mac devices.
• A range of interpersonal skills are used to perform activities such as listening, asking questions, communicating complex information, and providing information and direction to others.
• Communication with all Information Management Technicians employees within the immediate work area, department, outside the department, supervisors, and managers.
• Ensures the protection, security and management of a company information is upheld at all times.
• Requires excellent teamwork and interpersonal skills; ability to communicate complicated concepts to both management and technical staff and thrive in a cross-functional environment is highly recommended.

About the Company

Why choose a career at Mercury? At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it. Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life. We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals. Learn more about us here: https://www.mercuryinsurance.com/about/careers #LI-ZK1 Perks and Benefits We offer many great benefits, including:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Mercury Insurance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law. Pay Range USD $63,410.00 - USD $117,348.00 /Yr. Apply tot his job Apply To this Job