As a competent and successful Distance Learning Specialist in this role, you will need to have a firm grasp on troubleshooting all aspects of the systems you the students and staff use. As you interview for this role, it is important to understand that IT support is 80% technical knowledge and 20% speculation. You first have to have a fundamental understanding of information technology and how the systems and programs work. In addition, you need to act as a detective to find the cause of an issue in order to resolve it. The process you describe should incorporate both of these elements. It should also be consistent so that any technical issue can be resolved quickly and efficiently. As you answer, make sure to talk about your knowledge and experience with the systems you would be working with, in this role.