IT Help Desk Technician Interview Questions

The goal for a successful interview for an IT Help Desk Technician is to showcase their technical knowledge and problem-solving skills, demonstrate their ability to communicate effectively with a diverse range of users, and convey a strong passion for providing exceptional customer support.

Situational interview questions

• A customer calls in stating that their computer won’t turn on after a power outage. How would you troubleshoot this issue?
• A user reports that they accidentally deleted an important file and need it restored immediately. How would you handle this situation and what steps would you take to retrieve the file?
• A customer has reported that their internet connection is slow and they are unable to access certain websites. What questions would you ask to diagnose the issue and what steps would you take to resolve it?
• An employee calls stating that they are receiving an error message when trying to access a particular application. How would you determine the source of the error and what measures would you take to fix it?
• A user is having difficulty connecting their printer to their computer. What troubleshooting steps would you take to diagnose the issue and what actions would you take to resolve it?

Soft skills interview questions

• Can you describe a time when you had to use your critical thinking skills to solve a complex issue for a customer?
• How do you prioritize and manage multiple tasks or requests from different stakeholders?
• Have you ever encountered a difficult or irate customer, and if so, how did you handle the situation?
• Can you give an example of when you demonstrated excellent communication skills with a colleague or customer?
• How do you continue to learn and stay up-to-date with the latest technology trends and advancements?

Role-specific interview questions

• What do you think is the most common issue that IT Help Desk Technicians encounter and how do you troubleshoot it?
• Can you explain how you determine which priority level a ticket has and how you prioritize your workload?
• How do you ensure that all hardware and software systems are up-to-date and fully functional?
• Tell us about a time when you had to escalate a ticket to a senior technician or supervisor, how did you communicate this to the user and what was the resolution?
• Can you explain the difference between a local and network printer, and what steps would you take to troubleshoot a printing issue?

STAR interview questions

1. Can you describe a situation where a customer reported a complex technical issue to you? What was the task you were assigned to accomplish? What actions did you take to resolve it? What were the results of your efforts?

2. Tell me about a time when you had to prioritize multiple technical support requests. What was the situation? What tasks were you responsible for? What steps did you take to address the most critical issues? What were the outcomes of your approach?

3. Could you describe a situation where you had to escalate a support ticket to a higher level? What was the task required of you? What actions did you take to escalate the issue? What was the outcome of the escalation?

4. Tell me about a time when you had to troubleshoot a technical issue that affected several users. What was the situation you were facing? What were your tasks? What steps did you take to identify the source of the problem and resolve it? What were the results of your efforts?

5. Can you describe a scenario where you had to train a user to use a new software application? What was the challenge you were facing? What were your assigned responsibilities? What actions did you take to train the user effectively? What was the outcome of the training session?