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IT Support Interview Questions

Position Summary

IT support technicians provide computer and software technical support

in person, over the phone, through email, or via live chat. Technical
support can include anything from helping staff with their computers to
providing support for network systems. The problems an IT support
technician may encounter can range from something as simple as a user
forgetting their password to more serious matters such as a virus on their
computer.

IT support technicians perform a wide range of duties. Aside from

troubleshooting software and computer problems, they are also often 
responsible for the maintenance and installation of hardware components.

Responsibilities

IT support technician responsibilities may include:

Updating hardware and software

Training staff on how to use office computers

Performing routine maintenance

Preparing error reports

Answering questions and solving problems related to information

technology

Skills

A computer problem you can’t figure out can be a frustrating issue for
which you need IT support. In order to provide the best support
possible, a skilled IT support technician will:

Participate in continuing education to stay up to date on technology

trends

Utilize creative thinking in order to troubleshoot customer problems

Possess an eye for detail to ensure possible solutions are efficient

 Communicate clearly with staff to promote cohesive software
management

Demonstrate great customer service to solve problems as they arise

Qualifications

In order to qualify for an entry-level position, most employers will want

candidates to have at least an associate’s degree in information technology
or a related field. Many candidates will find themselves able to secure an
IT job simply through on-the-job training or by graduating with a
professional certificate program.

If you’re getting ready to interview for a position as an IT support

technician, you can prepare by researching the company as much as
possible. Learn about the 9 things you should research before an interview
(https://www.myinterviewpractice.com/blog/9-things-that-you-should-
research-before-your-interview/).

Salary

Salaries for IT support technicians range between $65K and $105K

with the median being $83K. 

Factors impacting the salary you receive as an IT support technician

include:

Degrees (bachelor's, master's)

Years of Experience

Location

Reporting Structure (seniority of the manager you report to, number of

direct reports)

Level of Performance - Exceeding Expectations

Interviews Are Unpredictable Get Started

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IT Support Technician Interview Questions

Question: What are the steps you take when working with an end-user to
solve a computer problem?

Explanation: This is a typical opening or general question. Interviewers use

these types of questions to start the conversation, learn more about your
background, and collect information they can use for subsequent
questions.

Example: “When a user sends me a service ticket, the first thing I do is

confirm I have the correct contact information so I can respond to them in
a timely manner. I then review the issue and make sure I fully understand
what problems they are encountering. Next, I triage the problem and
determine the most likely cause. I then contact the user and start working
through the issue, providing them instructions as to how to resolve the
problem. If necessary, I do a remote login to their system so I can view
their logs, run some commands, and reboot the system, if necessary.”

Question: How much time does it take for you to resolve a typical
technical issue?

Explanation: This is another general question which the interviewer will

use to determine your qualifications for this position. Since each IT issue is
unique, the time to resolve can vary greatly. However, you should have an
idea of either the average time it takes or the number of issues you can
address during a typical shift.

Example: “As you’re probably aware, every IT issue is unique and can vary
based on the equipment involved, the expertise of the end-user, the
software they are running, and the network to which it is connected. In
each case, I try to resolve the issue as quickly as possible.  Some issues
take a matter of minutes, while others can take hours or even require me
to go offline to research the problem and then get back to the user. On
average, I am able to resolve about twelve issues in a normal shift.”
Question: Can you describe the significant hardware components of a
computer?

Explanation: This is an example of a technical question. Technical

questions either ask for definitions or a description of an issue related to
the job for which you are interviewing. The best way to answer technical
questions is directly and concisely without any embellishment.  The
interviewer will ask a follow-up question if they need more information or
want to explore the topic in more detail.

Example: “The essential hardware components of a computer system

consist of the power supply, motherboard, processor or CPU, memory,
video interface, network card, and bus system. Other essential
components include input devices such as a keyboard and mouse, a
storage device such as a hard drive, and a monitor or display system.
Users can add on a variety of other hardware devices, depending on what
they are using the computer for.”

Question: Can you explain what BIOS is?

Explanation: This is another technical question. As an IT support

technician, you can anticipate that the majority of the interview will involve
either operational or technical questions. The best way to prepare for
these questions is to read the job description, review any operational or
procedural manuals you may have, and practice similar questions.

Example: “BIOS, which stands for Basic Input Output System, is a key
component of any computer. The main function of the BIOS is to ensure
that all components of a computer system integrate with each other and
function as they are intended to. All the details needed for this are
contained in the BIOS. The BIOS is stored in the flash memory chip on the
motherboard and can be updated, if necessary.”

Question: What are the differences between RAM and ROM?

Explanation: This is yet another technical question. In this case, the

interviewer is asking you to compare and contrast two types of memory
within a computer system. As an experienced IT technician, you should be
able to answer this question easily.  As a reminder, keep your answer short
and direct. The interviewer will ask a follow-up question if they need
additional information.

Example: “RAM, which stands for Random Access Memory, is used to

store data temporarily. Data that computers use to execute applications is
stored in RAM. ROM stands for Read-Only Memory and is memory which
stores permanent data the computer users to operate and execute
programs and commands. BIOS as an example of ROM. RAM is dynamic
and can be written to and erased, while ROM is permanent and cannot be
changed easily."

Question: When a customer submits a ticket complaining about their

computer working slowly, what steps do you take to diagnose the
problem?

Explanation: This is an operational question. The interviewer will ask an

operational question to determine how you go about performing a task
required by the job for which you are interviewing. Operational questions
differ from general questions in that they address a specific responsibility
or duty. Remember to answer this type of question directly and succinctly.

Example: “There are several things that can cause a computer to slow
down. These can be application related or more commonly due to a lack
of memory or storage. They can also be due to a slow network that the
user will perceive as being a computer issue. I usually start by asking some
specific questions which will help me determine which of these may be
the cause. I then ask the user to reboot the system to clear the memory
and reconnect with the network. If this doesn’t resolve the issue, I begin
troubleshooting the system memory, storage, network connections, and
any applications the user is running.”

Question: What are device drivers used for?

Explanation: This is another technical question. As the interview

progresses, the questions will become more complicated and more
specific. This indicates the interviewer is gaining confidence in your
qualifications and is willing to probe deeper into your skills and knowledge.
Continue to answer these questions concisely and anticipate follow-up
questions to the answers you provide.
Example: “Device drivers are short pieces of code or programs that enable
the computer to access and interact with the various devices within the
system. Device drivers are typically provided by the device manufacturers
but are distributed by the computer manufacturer.  Device drivers can be
updated if bugs are found or improvements are made in the specific
device. Users can update device drivers by going to the device
manufacturer’s website and downloading the software.”

Question: Can you name the computer processors most common in

today’s PCs?

Explanation: An interviewer will ask this question to make sure you remain
up to date and current on contemporary computer technology.  As an IT
support technician, you must continue to update your knowledge. This will
enable you to address new and emerging problems and support new
systems as they are released.

Example: “Most PCs use processors provided by Intel. The most current
processors released by Intel and used by computer manufacturers include
the I3, I5, and I7 processors, as well as the Intel Premium Quad Core.”

Question: On a typical modem, what are the LEDs, and what do they
indicate?

Explanation: This is a very specific technical question asking you to

identify the key indicators on a conventional modem. This is important
because you’re often required to diagnose and triage issues remotely.
Being able to describe the lights and what they indicate will help you
communicate with the end-user and resolve problems with their modem
quickly and accurately.

Example: “While each piece of equipment is different, the lights common

to most modems include power, connectivity, and data. The power and
connectivity lights will indicate green if the modem is on, connected, and
functioning properly. The data light will flash on and off when the modem
is transmitting data to the network. Manufacturers may include additional
indicators depending on the complexity of the modem and the functions it
performs.”
Question: What is an A record, and how is it different from an MX record?

Explanation: By now, you recognize this as a technical question. This is a

very specific and intricate question that only seasoned IT support
technicians will be able to answer. This type of question will distinguish
you from less experienced or unqualified applicants.

Example: “An A record, which is also known as a host record, maps the IP
addresses by name. It enables you to discover the IP address of a specific
user or piece of equipment. The MX record, which is also known as a mail
rxchange record, is used to determine the location of the mail server. This
record is found on the domain name server or DNS.”

Additional IT Support Technician Interview Questions

How do you keep up with the latest technology trends?

Can you explain what subnetting is to someone who does not have any
technical background?

What would you do if you were faced with a technical problem you
could not fix?

What is the difference between a router, switch, and hub?

This position requires customer service skills. What does good customer
service mean to you?

Have you had any experience with remote troubleshooting? In your

opinion, what makes remote troubleshooting more efficient than in-
person or other forms of troubleshooting?

A word of warning when using question lists.

Question lists offer a convenient way to start practicing for your interview.
Unfortunately, they do little to recreate actual interview pressure. In a real
interview you’ll never know what’s coming, and that’s what makes
interviews so stressful.

Go beyond question lists using interview simulators.

With interview simulators, you can take realistic mock interviews on your
own, from anywhere.
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