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Some people are just destined to be desktop support specialists. They have a mind for technology, and they’re good at communicating with others. Being able to do both is a gift, and it can lead you to the career of your dreams.
But leading you to your future job is one thing; nailing the interview is another. The following are common desktop support interview questions. If you’re determined to get the job, reviewing these questions and sample answers can help you prepare.
Key Takeaways:As a candidate, your interviewer will be interested in asking you technical questions about managing the company’s multi-user computing environment.
As an interviewer, look for candidates who have extensive knowledge of OS and important software used on the job.
All of the possible Interview questions for Desktop Support Technicians might seem overwhelming at first, but there are some effective steps you can take to prepare:
As a Candidate:Provide examples of your experience with different OS, programs, and software you've used, and how you've used them successfully.
Be prepared to be asked how different systems work, and ensure you have enough understanding to give clear and concise answers.
Find ways to express how you're adept at handling high-pressure situations, especially in a timely manner.
Review the job description and use it to construct your ideal candidate.
Ensure your candidates are aware of the OS, as well as other software and programs your company uses.
Provide your prospective Desktop Support Technician with an accurate hiring process timeline.
How do you handle stress and pressure?
While desktop support specialists don’t often deal with life and death issues, try telling someone when their computer is down or a security breach in a company.
This job comes with a lot of stress because people tend to be very frustrated or worried when they talk to you. Sure, you’ll have days where you’re just restarting computers and helping with little things, but there will certainly be stressful times too. Your future employer just wants to know you can handle the stress.
Example Answer:
I am great in emergencies. I understand that the people I’m communicating with can often be frustrated, or they could be very worried that there's been a security breach or they’ve lost all of their data. These are difficult situations for them to deal with, and I like to be the calm voice in the storm and assure them that I will do everything possible to rectify the situation as quickly as possible. I don’t get stressed out when under pressure, so that helps.
What is your troubleshooting process?
This is an important question because the interviewer will want to know how you approach a technical problem.
Example Answer:
Well, it depends on if I’m with the person or I’m communicating via chat or phone. But in all situations, I get as much information as possible about the situation. If I’m in person, I can more easily and quickly assess the issue. If I’m remote, I need to listen to the person, process what they’re saying, and ask questions they can understand. Everyone has a different level of technical expertise, and talking over their head or down to them can be a big problem. Once I determine the issue, I try common solutions and some advanced diagnostic tools related to the concern to determine what the problem is. If I can get into the computer, even if it’s remotely, and do these tests myself, it tends to go more smoothly.
What if you can’t determine what the solution is?
This is where your soft skills can come into play. Although you’ve already shown a pretty good amount of them already, your future employer will want to know you communicate well.
Example Answer:
I would love to say that I can solve every problem, but of course, no one knows everything. Although I will admit, I try to stay on top of technical issues to be as useful as possible. But if I don’t know how to fix a problem and have tried everything at my disposal, I’ll reach out to teammates, and I will research until I can find someone who has managed a similar situation or if there are tools I haven’t yet used that are available. It becomes a mystery for me to solve.
What do you feel is more important in this line of work, technical knowledge, or interpersonal skills?
Diving even deeper into these soft skills, make sure you emphasize that you have them and you’re a good communicator. They can test your technical skills in other ways, but the interview is a test of your soft skills and ability to communicate.
Example Answer:
Honestly, I think interpersonal skills are most important. Suppose someone is really frustrated. There’s nothing quite as aggravating as not understanding technology. In that case, they can get flustered, and nothing will go right until they feel more confident. Conveying to them that they can trust me is probably the most important thing I can do. After that, things usually just fall into place. But if they think I’m talking down to them or I’m being too technical, nothing will get accomplished.
What is Active Directory?
Now we’re getting into the technical side of the interview. The hiring manager or recruiter is going to want to know that you know your stuff. The trick is, it depends on who is doing the interviewing, but they might not even know the answers to technical questions. The key is to make sure you’re answering with confidence.
Example Answer:
An active directory authorizes and authenticates users and the computers in a network. This is done to maintain security. You also use the active directory to manage certain functions in the system.
Describe DHCP?
Another technical knowledge question. Expect quite a few of them. There might even be a written quiz that goes with the job interview. It depends on the company. If you feel you’re lacking a little bit here, it’s definitely worth brushing up and studying.
Example Answer:
DHCP stands for Dynamic Host Configuration Protocol, and it’s used to give IP addresses to computers in a network. If there are many IP addresses, which many large companies have, then this helps manage them.
What is a VPN?
Another technical question, but this one has become more popular as more people are working remotely. If you were not well-versed in VPN in the past, it’s definitely time to learn the ins and outs. There will likely be more remote work in the future permanently, meaning your job will deal with more people on a VPN.
Example Answer:
A VPN is a Virtual Private Network. It’s a way to continue to have a secure and private network when people are working from home or in public areas. These are critical now that more people work from home.
A user says their system is running slowly. What do you do?
Okay, this one is a combination, and it’s all been leading up to a way you can use your communication and technical skills to show off.
Example Answer:
In most situations of a slow system, it’s because there isn’t enough memory. I can remove temporary files from Windows, and that usually helps. Then the user and I will discuss whether they’d like to remove unused files. Sometimes people don’t feel comfortable doing this, although I’d only remove ones that aren’t necessary. This is why it’s important to discuss this. I also would discuss the possibility of them getting a computer with a larger memory or adding a hard drive to their system where they can store files that take up a lot of memory, like videos and photos.
What if the person you’re talking with gets angry with you?
This will happen – a lot. Whether you’re dealing with the public or people within a company, technology frankly frustrates and angers people.
Example Answer:
First of all, I know it’s not really me; it’s the situation. I try to be as patient as possible and listen very closely to their problem. If I misunderstand them, it only adds to their frustration and anger. I also try to gauge their computer technical abilities by the way they speak. If I treat them like they know nothing, they’ll only get more upset. Likewise, if I talk over their head and don’t understand me, they’ll get mad at me. It’s tricky and slows down the process, but until your user is comfortable and communicating well, nothing really gets accomplished.
How do you make sure there’s not a virus issue?
This is a technical question again that you will need to know the answer to.
Example Answer:
Checking for viruses is a common task and often should be done as a precautionary measure. It actually can help calm people, like in the question above, if they know for sure that they’re not dealing with a virus – viruses scare users. To check for one, I rely on the anti-virus software that the company authorizes. I also will look at common signs like pop-ups, slow systems, and how execution files are working.
You’ve discovered a system is infected by a virus. How do you recover the data?
Get ready to show off your skills. This is probably the one thing people want the most – to know their data is safe.
Example Answer:
To recover the data, I would install another hard drive with stellar anti-virus software and an operating system with the latest patches. Then I would connect the hard drive as a secondary, scan, and clean the infected drive. When this is done, the files can be copied back into the system. Then, depending on the network situation, I’d determine if there was a security breach throughout and begin implementing appropriate protocols.
What is the difference between permission, rights, and policy?
This question isn’t just looking to see if you know your stuff. They want to know how well you can articulate it.
Example Answer:
Policy is assigned on active directories, the rights to use a system are assigned to users, either individual or group users, and permissions are given to certain resources like files or folders or even sometimes equipment like printers.
What happens if the DC goes down?
Do you know what is supposed to happen? How much does this question put you on the spot? Questions like this are a little tricky because they’re meant to catch you off-guard.
Example Answer:
I assume the DC you’re talking about is the Domain Controller. I would also believe that there would be redundancy built into the system, and there would be an ADC or additional domain controller that would automatically take over. It shouldn’t be a problem if the system is set up correctly in the first place.
Are the DC and the ADC virtually the same thing then?
Another almost trick question. You’ve started to explain part of it, and they make you feel like you missed major features. Don’t worry, you didn’t. The interviewer will look for places where they can dig deep and really get down to your knowledge base.
Example Answer:
No, they’re not the same, and you don’t want to only rely on the ADC, as it's simply there in the case of an emergency. The ADC is designed to take over the operational roles of PDC emulator, RID master, and infrastructure master. You’ll want to get the DC up and running soon so you’ll have the full functionality, including the domain naming master and schema master.
Why do you want to be a desktop support specialist?
You want to answer this question based on your honest reasons for going into this career. That said, make sure you emphasize that you have a head for computers and technology and that you’re good with people.
Example Answer:
I have always loved technology, and knowing how it works is exciting to me. I guess I like to show off that I know those things and help others fix their problems. It seems like the perfect way to take my communication skills and real enjoyment of working with people and combining them with my technical brain.
What do you know about the OS?
While this might seem like a basic question, your employer does want to ensure that you understand what an operating system is. Simply explain it in your own words, and then provide examples of your own experiences with operating systems.
Example Answer:
The Operating System is a system software that acts as an interpreter between an application and the computer hardware. It serves as a user interface, allowing users to interact with the computer and its software applications. The Operating System also manages the overall resources of the computer, such as its memory, processor, and storage.
I'm familiar with the Simple Operating Systems widely used on personal computers, such as Windows 95, Windows 98, and Windows ME, as well as Network Operating Systems, such as Windows NT, Windows 2000, and Windows 2003. I also know Network Operating Systems use networks and servers to manage multiple users and provide a secure environment for data and applications, which is why they're the preferred choice for many organizations.
Is it necessary to have a Default Gateway?
Having a Default Gateway can be useful in some circumstances, but not all. This question is another test of your knowledge, so it's important to explain that you know what a Default Gateway is, and when it would be appropriate to use it.
Example Answer:
As a routing device that enables data to be sent from an unaddressed network to a local area sub-net, a Default Gateway is not necessary when no router is present on the network. The Default Gateway address is only used when connecting to a computer on a different network, and not to communicate with computers on the same network.
Can you create a backup of Emails in Outlook?
Backup emails are important for a variety of reasons, especially in cases of accidental deletion, data corruption, theft, or a ransomware attack. Knowing that, the interviewer might want to ensure that you know how to create backup files for emails.
Example Answer:
Yes. First, locate the control panel icon on the desktop or in the start menu to open the control panel and access the mail option. Once located, double-click on the icon to open the control panel. Next, look for the mail option, which should be listed under the "User Accounts" section. This will allow you to locate the data file in the folder and open it. Then select the .pst file, and copy and paste it into the location of your choosing to create a backup.
Which OS are you most comfortable working with?
The best way to approach this question is two-fold. On one hand, you should focus on the OS you have the most experience with, while on the other you should make an effort to discuss the main OS used by the company you're applying for. Having the two match is ideal, but if not, express your adaptability and openness to learning a new system.
Example Answer:
I am most comfortable working with the Windows OS. I have been using it professionally since 2016, and I am very familiar with its features and functions. It is user-friendly and intuitive, making it easy to use. I am also able to use the command-line interface for more advanced tasks.
Additionally, my familiarity with popular software packages such as Microsoft Office and Adobe Creative Suite gives me confidence that I could quickly pick up any new software packages.
What do you understand about Safe Mode?
Understanding Safe Mode and what it's used for can be an important part of your job. Briefly explain what Safe Mode is, and how it would be used in a situation that called for it.
Example Answer:
Safe Mode in Windows is an important diagnostic and troubleshooting feature that I've used before. One of its main functions is to diagnose the Operating System, troubleshoot drivers and configure software, and remove any spyware or unwanted programs. When in Safe Mode, I can take advantage of several features not available in normal mode, such as running a diagnostic, removing unwanted programs, and configuring settings. This can be incredibly useful in identifying and resolving various issues with the Operating System.
Where do you see yourself in five years?
This is a common question, and it’s often asked because the company wants you to still be working for them. They might consider you more valuable if you’re interested in advancing your career within their organization.
Example Answer:
In five years, I see myself advancing my career through a comprehensive understanding of the latest technologies. I envision myself providing top-notch technical service and customer-centric solutions to help organizations leverage the latest technologies and applications. I will have a solid portfolio of successful projects, and be recognized as a leader in the Desktop Support field.
I will also continue to challenge myself, attending workshops and staying abreast of the latest developments in the industry, so I can continue to provide the most effective solutions to enhance customer satisfaction and loyalty.
This question is designed to give them a little more background on who you are and what makes you tick. Remember, there are some illegal job interview questions that employers cannot ask. Sometimes this question and leading questions around it are meant to get you to tell them these answers without asking them directly.
Here’s the thing: you can offer up that information without being asked if you really don’t care. A good example is that an interviewer can’t ask if you have kids, but your children are probably a big part of your life, and maybe you want to come in an hour late because you have to drive them to school.
You might want to communicate this information from day one. It’s up to you, but it’s not illegal for you to volunteer this information.
Example Answer:
I'm a Desktop Support Technician with over 8 years of experience in the IT industry. I specialize in troubleshooting and resolving technical issues related to hardware, software, and network configuration. I'm highly skilled in diagnosing and resolving a variety of technical issues, such as system crashes, software errors, and hardware malfunctions. I also have experience in configuring and managing systems, such as Windows and macOS, as well as installing and maintaining software applications.
I'm a great problem solver and a highly organized individual with excellent communication skills, which allows me to work effectively on my own, or in a team environment. This, plus my exceptional customer service, makes me confident that I would make a great addition to your team.
What are your strengths and weaknesses?
Most people hate this question because they’ve been told to take a strength and call it a weakness. It’s awkward and comes off as disingenuous. You’re better off giving them an honest answer but admit that you recognize this flaw in yourself, and you’re working on it.
Example Answer:
My greatest strength as a desktop support technician is my adept problem-solving skills. I have a knack for quickly understanding the root of a problem and finding a solution efficiently, and the patience to stay focused on complex technical tasks for long periods of time.
My greatest weakness is my lack of experience in certain areas. I'm still learning about certain types of software and hardware, so I need more time to research and troubleshoot these types of issues. Despite this, I'm eager to learn and am confident that I can quickly become an expert in any area given the opportunity.
Why should we hire you?
This question puts you on the spot. Don’t take this opportunity to bash other candidates but use it to spotlight your qualifications and accomplishments. This is your elevator pitch; make it a good one.
Example Answer:
You should hire me because I have the right combination of technical knowledge and customer service skills. The former comes from my technical expertise in desktop support, as well as my proficient troubleshooting skills. While the latter derives from my extensive experience in IT support.
Plus, I’m a highly motivated and organized individual who is able to work independently and as part of a team. I can adapt to almost any situation, which is extremely valuable in this line of work.
Overall, my combination of technical knowledge and customer service skills makes me an ideal candidate for the Desktop Support Tech role. I am confident that I can make a positive contribution to your organization and assist in achieving your technical goals.
Why do you want to work here? A good answer to this question will be specific to the company you're applying for. This is why it's important to research the company before the interview, so you can use that knowledge to explain why you want to work there.
Example Answer:
I want to work at TechHub because I have a deep respect for your company's track record of providing excellent customer service while maintaining a safe, secure, and functional network. I'm also familiar with your preferred OS and have over 10 years of experience to back up my expertise.
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When and why is the IPCONFIG command used?
Can you explain the difference between a Serial Transmission and a Parallel Transmission?
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What is the difference between Differential and Incremental Backup?
What are the main benefits of Clustering?