[Hiring] Technical Support Technician III @Mercury Insurance Services, LLC

Role Description

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.

The primary job function of Technical Support Technician III is researching and resolving the most difficult and complex problems that other 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.

Qualifications

• Minimum: 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.
• Preferred: Bachelor's degree in computer science or related field.

Requirements

• 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 applications such as Tanium, Azure, M365, etc.
• 1 or more years of experience providing technical mentoring or leadership.

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.