Technical Support Technician III
About The Position
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.
Requirements
- 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.
- 3-6 years of prior Computer Support experience in a corporate environment
- 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.
Nice To Haves
- Microsoft Certifications for Azure recommended.
- Bachelor’s degree in computer science or related
- 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
Responsibilities
- 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
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
