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GeneralQuestions

Q.Whatdesktopoperatingsystemsareyoufamiliarwith?
A.Beforeyouanswerthisquestion,youshouldhavesomebackgroundinformationonwhatoperating
systemsareusedwithintheorganizationyouareinterviewingwith.Undoubtedly,youwillbeaskedto
elaborateonyourskillsetwitheachoftheseoperatingsystemssoitsbesttotailoryourelaborationtothe
operatingsystemsthatarerelevanttothehiringmanager.Thisbeingsaid,dontleaveoutmentioning
experienceinotheroperatingsystems.Youneverknowwhetherthecompanymaybeevaluatingthe
migrationtoadifferentOS.
Q.Haveyouusedimagingsoftwarebefore?Howdoyoufindthesetoolsuseful?
A.Automationtoolsareanimportantpartofyourjobasadesktopsupporttechnician.Elaborateonthe
toolsthatyouveused.Hiringmanagerswanttoassessyourindepthknowledgeandexperiencewithusing
thesetools.Thismeanstalkingabouthowyouusetheirvariousfeaturesets.(Ifyouhaveanopinion,you
probablyknowtheproductprettywell.)
Q.Whatarethepitfallsofusingimagingsoftware?
A.Thisquestionismeanttoassesshowwellyouknowtheseproducts.Forexample,discussingthe
importanceoftestingtheimagedemonstratesthatyouusethesetoolsonaregularbasis.
Q.Haveyouusedanysoftwaredistributiontools?Ifso,whichonesandhowweretheyused?
A.Likeimagingsoftware,softwaredistributiontoolsareanimportantpartofyourjob.Hiringmanagers
arelookingforknowledgethatthesetoolsexistandhowtheycanbeusedtosupportyourorganization.
Q.Whatdoyoulikemostaboutdesktopsupport?
A.Hiringmanagersarelookingforwhatmotivatesyou.Hopefullyyouranswerwillmatchthe
characteristicsofthejob:beingbusy,workingwithdifferentpeople,andthechallengesoflearningnew
operatingsystemsandconfigurations.
Q.Whatdoyoulikeleastaboutdesktopsupport?
A.Thehiringmanageristestingwhetheryouwillfitinwiththeexistingteam.Anappropriateanswerhere
wouldbenotbeingabletoresolveaprobleminatimelymannerforreasonsoutsideyourcontrol,suchas
hardwarefailure.Sticktothingsoutsideofyourcontrolforthebestresponse.
Q.Whensolvingadesktopproblem,doyouprefertoworkwiththeenduser,yourpeers,oronyour
own?
A.Thisisanotherquestiontodetermineyourfitwithintheorganization.Hiringmanagersunderstandthat
tobesuccessfulasasupporttechnicianyouwillhavetoworkinateamenvironment.Thismeansworking
withotheremployees,vendors,andendusersonaconstantbasis.
Q.Canyoudescribeasituationwhereyouhavehadtodealwithadifficultperson?Howdidyou
handleit?Wouldyoudoanythingdifferently?
A.Desktopsupportcanbeverydemandingsomedays.Endusersonlyseetheirownpriorityneedsand
oftenarenotinterestedinotherdemandsonyourtime.Thisquestionexploreshowyoudealwithadifficult
enduserbyunderstandingtheirproblem,assessingpriorities,andcommunicatingatimeframefor
resolution.Oftengoodcommunicationcanhelpbothsidescometoanagreement.Makesureyouhavean
examplewithasuccessfuloutcome.

Q.Howwouldyousayyouareabletohandlestress?
A.Hiringmanagersarelookingtoseewhatcopingtechniquesyoucandrawontodealwithstress.
Sometimesfromtheanswer,theycanalsodeterminewhetheryouarepronetostress.Whenresponding,
sometechniquesforhandlingstressthatyoumaywanttotalkaboutincludecontinuallyevaluatingwhats
onyourplateandprioritizing,communicatingwithyourmanageronwhatyourprioritiesare,andmaking
surethatyoutakeabreaktoreenergize,particularlyatlunchtime.
Q.Whatdoyouseeyourselfdoingtwoorthreeyearsfromnow?
A.Hiringmanagerswantyoutostickaround.Theyrealizethatyouwillnotbeinthispositionforever,and
theywanttomakesuretheresadesiretomoveupwithintheorganizationaswellastherightfit.Theyask
thisquestiontoseewhethertheresagrowthpathforyoupossiblewithintheorganization.Asadesktop
technician,naturalgrowthpathsareteamleads,qualityassurance,engineeringpositions,andentrylevel
development.Behonestaboutwhereyouwanttobeintwotothreeyears,andasktheinterviewerwhether
theyseeyourcareerpathasapossibility.
Q.Howdoyoulearnnewtechnologies?
A.Learningisaninherentpartofthejob.Hiringmanagersarelookingforsomeonewhoenjoyslearning
technologyontheirownandwhohastheforesighttolookfortrainingopportunities.Besidesthetraditional
booksandmanuals,dontforgettoincludeusergroups,eLearningsubscriptions,andITprofessionalsites
suchasCramSession.
Q.Howdoyouprioritizetasksandmanageyourtime?
A.Whathiringmanagerswanttoknowiswhetheryouhavetimemanagementskills.Everyonemanages
theirtimedifferently,butthinkabouthowyouhandleemail,whenyoucheckvoicemail,howyourespond
topages,whenyouresearchanddocument,andhowyoupickupnewtroubletickets.
Q.Imaginethefollowingsituation:youreceivethreesimultaneouscallsfromthreevicepresidents
whoneedassistanceimmediately.Howdoyoumanagetheseconflictingpriorities?
A.Obviouslythisisatrickquestion.Whatthehiringmanageristryingtoassessishowyouset
expectationswitheachoftheindividuals,knowingverywellthatyouwontbeabletoassistallofthemat
thesametime.Theyarealsolookingforhowyouwillprioritizeeachoftheseincidents,includingseeking
assistancefrompeersandsupervisorsinordertomeetuserexpectations.Dontallowthetyrannyofthe
urgenttodivertyoufrommanagementestablishedsupportpriorities.
Q.HowwouldyouhandleauserwhocontinuallymisdiagnosestheirPCissues?
A.Byaskingthisquestion,thehiringmanagerisassessingyourcustomerserviceskills.Inthissituation,
youmaywanttodiscussthatthekeyistonotoffendtheuserandturnthemofftoyoursupportservices.In
handlingthissituation,youwouldpayparticularattentiontowaysyoucanbuildtrustwiththeuserand
leadthemtotherightresolutiontotheirproblem.
Thesecomponentsmayinclude:

Acknowledgingtheusersdiagnosis

Askingtheusertoreproducetheproblem

Findingasolutionthatworks

Q.Howdoyouhandlesettingupnewemployees?
A.Thisquestionisusedbythehiringmanagertoassessyourknowledgeofcommonpracticeswithinthe
ITdepartment,suchassettingupnewusers.Obviously,theITdepartmentplaysacriticalroleinthe
productivityofthenewemployee.Theroleofthedesktoptechnicianistohelpeasethenewemployeeinto

theresourcesavailabletothemandgetthemuptospeedquickly.Inrespondingtothisquestion,youmay
wanttotalkaboutsomeofthetoolsyouveusedin
thepasttohelpusersacquaintthemselveswiththeirnewenvironment.Sometoolsthathelpare:

Anewuserwelcomeletterthatiscustomizedtothespecificuserwithalltheirrelevant
informationincludingtelephoneextension,howtoaccessvoicemail,andhowtologin.Itmight
alsoincludeaFAQongettinghelp.

AGettingtoKnowYourHelpdeskdocumentthatprovidesanorientationtohelpdeskservice,
suchashowtocontactthehelpdesk,itshoursofoperation,whatisandwhatisnotsupportedby
thehelpdesk,andanswerstocommonnewuserquestions.

TechnicalQuestions
Q.Whatquestionswouldyouasktohelpisolateausersproblem?
A.Thisquestionisusedbythehiringmangertoassessyourproblemsolvingabilities.Thefollowing
representsomeofthecommonquestionsthatyouwouldasktheendusertohelpdiagnoseasituation:

Whendidtheproblemfirststart?

Hasthesystemeverworkedproperly?

Whatwasthelastthingdonetothesystempriortothefailure?

Istheissueintermittentorongoing/constant?

Arethereanyerrormessages?Ifso,whatarethespecificerrormessages?

Hasanynewhardwarebeenaddedtothesystem?

Hasanynewsoftwarebeenaddedtothesystem,includingdownloadsfromtheInternet?

Hasanythingchangedwiththesystem(forexample,hasitbeenmoved)sincetheissuepresented
itself?

Hasanyoneelsehadaccesstothesystem?

Arethereanyenvironmentalfactorsthatcouldbecausingtheissue?

Haveyoudoneanytroubleshootingonthesystemonyourown?

Haveyoucheckedallthecables/connectionsforatightfit?

Q.Whatarethemaindifferencesbetweenthefollowingoperatingsystems?
A.Unfortunately,mostcompanieshavenotbeenabletostandardizetheoperatingsystemsusedbyusers.
Itsalwayscriticalthatyouknowmorethanjustthecurrentversionbecausetherewillalwaysbeauser
whohasaproblemwithanolderversion.Byaskingthisquestion,thehiringmanagerisactuallytesting
yourknowledgeofdifferentoperatingsystemsthatyoumayneedtosupport.Thefollowingprovidesa
concisesummaryofsomeofthemajordifferences.

Windows2000andXP
Overall,XPisaminorupdatewithWindows2000designedtogetWindows2000technologyintothe
handsofconsumers.Themajorchangesincludethefollowing:

Devicedriverrollback

Remotecontrol(singleuserterminalservices)

NewStartmenu,controlpanel,anduserinterfaceelements

Fastuserswitching

Encryptedfilesystemsupportforredirectedfolders

Bettersupportforroamingwirelessnetworking

Enhancedpolicies

CredentialManager

Personalfirewall

Q.Whataretypicalvirussourcesandhowdoyoupreventvirusattacks?
A.Thisisvirusprotection101justtoensurethatyouunderstandthebasicsofprotectingagainstviruses.
Possiblevirussourcesincludeemailattachments,Internetdownloads,andinfectedfloppydisks.To
preventvirusinfections:

Useantivirussoftware.

Performregularupdatestothevirussoftwaredefinitionfilesandscanengines.Verifyupdates
havesucceeded.

Performregularlyscheduledviruschecks.

Configuresoftwaretocheckallfiles,notjustprogramfiles.

Educateusersonvirusattacks,theirconsequences,andhowtopreventthem.

Knowwhereallsoftwarecamefrom.

Doregularbackups.

Developreportingmechanismstoinformserveradministratorsofobserveddesktopinfectionsand
howthesecouldimpacttheserverenvironment(suchasdeletionsorcorruptionoffilesonpublic
shares,hiddenpayloadfilesthatmighthavebeenuploadedtoservers,andsoon).

Q.Whataresomeoftheguidelinesyouwouldrecommendforimplementingsecurityattheuser
level?
A.Securityisamajorpartofthedesktoptechniciansdaytodayresponsibilities.Astheclosestpointof
contacttotheendusers,techniciansneedtobesavvyonthedifferentmethodsforenforcingsecurity.Some
ofthetoptechniquesareincludedbelow.
Antivirussoftware:

EnsurethatallusersinstallandregularlyuseantivirussoftwareontheirPCs.

Instructuserstoimmediatelynotifythehelpdeskwhentheysuspecttheyvecontractedavirus.

Passwordsecurity:

Instructusersnottogiveouttheirpasswords.

Instructusersnottowritedowntheirpasswords.

Instructuserstomakesuretheirpasswordcannotbeeasilyguessedbyusingacombinationof
alphanumericcharacters,includingspecialcharacters(~!@#$%^&*()+=[]{}/?<
>,;:\|`.).

Instructuserstochangetheirpasswordiftheythinkthereisevenaslightchancesomeoneknows
it.

Instructuserstoensuretheirpasswordisatleasteightcharacterslong.

InstructusersnottouseavariationoftheiruserID.

RegularlychangepasswordsonAdministratoraccountsonPCs(NT,Windows2000andXP)

Desktopsecurity:

Instructusersnottoleavetheirworkstationloggedinovernight.

InstructuserstoenablescreensaversthatautomaticallylocktheirPCwhenthereisnoactivityon
itformorethanfiveminutes.