25 IT Support Interview Questions & Answers
Below is a list of our IT Support interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
1. What are device drivers, and why are they important?
How to Answer
This technical question is general in nature. While it asks about a specific item, all it is requesting is a broad definition of device drivers and their importance. The interviewer could ask follow-up questions regarding where you get device drivers, when they need to be updated, and other specifics about them. When answering technical questions, you should always be prepared for follow-up questions that dig into the details of the topic you are discussing.
Written by William Swansen on November 4th, 2020
Answer Example
"Device drivers are pieces of software that enable the computer to interface with various components, both within and attached to the system. The manufacturer of each component typically develops device drivers. Occasionally, the manufacturer will update the device driver to correct an issue or provide better connectivity to the device. Without device drivers, the system cannot function properly nor connect to external devices such as printers and remote storage."
Written by William Swansen on November 4th, 2020
2. What are hard-disk partitions, and why would you partition a disk?
How to Answer
This is a technical question that any IT support professional should be able to answer. When interviewing as an IT support specialist, the questions will range from very simple to very complex. Regardless of the complexity of the question, you should provide an answer that is brief and to the point. The interviewer will ask you follow-up questions if they need more information, want to explore the topic in more depth, or seek to test your knowledge of the topic. If you are asked a question and you don't know the answer, then admit this and describe how you would find the answer or resolve the issue.
Written by William Swansen on November 4th, 2020
Answer Example
"Hard disk partitions allow you to divide the disk into smaller logical units. This enables you to better manage the amount of data you can store on a disk and accelerates retrieval of the data. By partitioning the disk, you are, in effect, creating several smaller disks which the system can recognize and access faster. This also facilitates the recovery of the data if part of the desk is damaged."
Written by William Swansen on November 4th, 2020
3. What does USB stand for, and what are some common USB components?
How to Answer
This question has two parts. It first asks for a definition, followed by examples of the concept. During an interview, you should pay strict attention to the questions you are asked. This will enable you to provide a correct answer and to answer the question completely. Many candidates will begin to formulate the answer in their mind even before the interviewer is finished asking the question. This can be dangerous in that you may miss parts of the question and possibly answer incorrectly. Another good practice is to pause 2 to 3 seconds after the interviewer has finished asking the question before you begin to answer it. This will ensure that you do not 'step on' the interviewer's questioning and that you have taken the time to understand the question thoroughly.
Written by William Swansen on November 4th, 2020
Answer Example
"USB stands for Universal Serial Bus. The current USB version is 3.0. Some common USB components include memory sticks, external disk drives, audio peripherals, and any other device you need to connect to the computer externally."
Written by William Swansen on November 4th, 2020
4. What are 'A' and 'MX' records, and how are they different?
How to Answer
As you may have already realized, this is a very complex technical question. Entry-level IT support professionals and the general public are likely not to understand the question or know the answer. In addition to reviewing the material you already know, it is advisable to review advanced material to be familiar with the concepts. If you don't know the answer to a question, you should admit this, followed by a statement describing how you would go about finding the information.
Written by William Swansen on November 4th, 2020
Answer Example
"I will be honest with you, this is not information I've come across in my previous positions. However, when presented with an issue that I'm not familiar with, I immediately researched the concept. This usually provides me with enough information to begin to resolve the issue. If this doesn't work, then I consult one of the more senior members of our team who usually knows the answer or can direct me where to find it."
Written by William Swansen on November 4th, 2020
5. What is meant by a 32-bit or 64-bit processor? Which is more common in today's CPUs?
How to Answer
This is a very basic technical question. Interviewers may begin the interview by asking very basic questions just to set the stage and begin the conversation. As the interview progresses, the questions will become more complicated. Additionally, interviewers may start with a basic question and then ask follow-up questions that are more complex and detailed. In addition to reviewing the material before the interview, practicing questions like these will help you prepare and perform better during the interview.
Written by William Swansen on November 4th, 2020
Answer Example
"32- and 64-bits describe the amount of data each of these types of processors can manage per CPU cycle. 64-bit processors can handle four billion times the amount of physical memory than a 32-bit processor is capable of handling. This makes the applications run faster and smoother. The most typical CPU in today's computers is 64-bit."
Written by William Swansen on November 4th, 2020
6. When working with device managers, what does a '?' sign indicate?
How to Answer
This is an example of a technical question. Technical questions about ask you about concepts, processes, and topics relevant to the role for which you are interviewing. As the interview progresses, technical questions will become more complex and difficult. This indicates that the interviewer is confident about your qualifications and wants to test you further. The best way to prepare for technical questions is to review the terms, concepts, and processes used in your profession before the interview.
Written by William Swansen on November 4th, 2020
Answer Example
"When the question mark appears in the device manager title, it indicates that the device manager is not functioning properly. When I come across this, the first thing I do is to reload the device driver. If this doesn't resolve the issue, then I upgraded the device driver. The next steps are to troubleshoot the specific device to ensure that it is connected, powered up, and communicating with the CPU. One of these steps typically resolves the issue."
Written by William Swansen on November 4th, 2020
7. What have you learned from one of your mistakes while working as an IT support specialist?
How to Answer
Everyone makes mistakes. Denying this will indicate that you are either unaware or dishonest. When asked about mistakes, it is always best to acknowledge that you have made some and then describe the lessons you have learned from your mistakes. Good managers recognize that there are no failures, only learning opportunities.
Written by William Swansen on November 4th, 2020
Answer Example
"I am very careful and try to avoid mistakes; however, they do occur. When I do make a mistake, the first thing I do is resolve it. I then look back on my actions and try to figure out what I could have done better. I always try to turn a mistake into an opportunity to learn and improve my performance. The greatest lesson I learned from my mistakes while functioning as an IT support specialist is to actively listen to the end-users when they describe their problems. Many of the mistakes I've made were because I assumed I knew the answer before hearing the full description of the problem."
Written by William Swansen on November 4th, 2020
8. What problem-solving tools do you feel are mandatory for your work as an IT support specialist?
How to Answer
This operational question may be a bit confusing. When tools are mentioned, people normally think about physical tools such as screwdrivers, wire cutters, probes, and electronic equipment, including meters and oscilloscopes. However, this question addresses the virtual tools you use. When a question is ambiguous, it is okay to ask the interviewer a clarifying question or begin your answer with a statement about your understanding of the question.
Written by William Swansen on November 4th, 2020
Answer Example
"I assume you're talking about the virtual tools I use when diagnosing and resolving an end-user IT issue. These include my experience, knowledge, technical manuals, online resources, and my fellow technology support specialists. If I am still unable to resolve an issue after employing each of these resources, I escalate the issue to a more senior support specialist."
Written by William Swansen on November 4th, 2020
9. What lights are common to most modems, and what do each one of them indicate?
How to Answer
This is a very basic technical question that every IT support specialist should be able to answer. The complexity of the questions asked during an interview will depend on the level of IT support you are expected to provide in this role. This type of question would qualify as an entry-level inquiry. If you are interviewing for more complex roles, you may be presented with scenarios involving complex issues that are difficult to diagnose and resolve. The best way to prepare for an interview is to review your knowledge, the issues you are likely to encounter, the terms and processes involved with this job, and any other information you may be asked about during the interview. Practicing these types of questions also helps you be prepared and remain calm during the interview.
Written by William Swansen on November 4th, 2020
Answer Example
"Modems can have several different lights, depending on the type of modem and its use. The basic lights include power, receive, send, online status, and linkage. When each of these lights is green, the modem is functioning properly. If any of the lights are yellow or red, there is an issue that needs to be addressed."
Written by William Swansen on November 4th, 2020
10. Which operating systems are you comfortable working with?
How to Answer
While there are a limited number of operating systems you need to be familiar with, this question is best answered after researching the organization's technology infrastructure. Discussing operating systems that the company doesn't use can be a waste of time. Your answer should focus on the operating systems they use, your familiarity with them, and your experience supporting them in your past positions. The information you need can come from the company's web site, conversations with the vendors they use, or informational interviews with past and present employees.
Written by William Swansen on November 4th, 2020
Answer Example
"I have experience with and am capable of supporting virtually every operating system currently in the market. However, the bulk of my experience has been with Unix and Microsoft OS. I believe these are the operating systems you currently use in your organization, correct?"
Written by William Swansen on November 4th, 2020
11. Can you describe your typical workday as an IT support specialist?
How to Answer
The interviewer will ask this type of question to understand what you think an IT support specialist does and what a typical day looks like. They want to assure that your vision of this role aligns with that of the organization. They are also interested in how much time you dedicate to each task required by this job. This is a question that is best answered after researching the organization, its IT support department, and the type of technology it employs. You can also learn more about this by conducting informational interviews with current or former employees who did this job.
Written by William Swansen on November 4th, 2020
Answer Example
"While there is no typical day as an IT support specialist, the day generally begins with a team meeting to discuss any outstanding issues, review our performance during the previous day or week, and obtain our assignments for the type of issues we will be working on or the departments we will be supporting. I then spend most of the day interacting with end-users by helping them resolve IT issues. Occasionally, I set aside time for research or education to update my knowledge about the systems we support and the issues we are likely to encounter. The last hour of the day is spent compiling reports which describe the issues I resolved, the end-users I've worked with, the average time to resolve an issue, and any unresolved issues which need to be addressed during the following day."
Written by William Swansen on November 4th, 2020
12. How long does it typically take you to resolve a common IT support ticket?
How to Answer
One of the key metrics used to evaluate an IT support specialist's performance is the average time it takes to resolve a trouble ticket. This indicates the support specialist's efficiency and can be used to measure the average downtime users experience when they encounter an issue with their computer system. Both of these are important measurements of the organization's productivity. Since this is how you were evaluated in your previous positions, you should have an accurate time available and be able to comment about what impacts the time needed to resolve IT support issues.
Written by William Swansen on November 4th, 2020
Answer Example
"My average time to resolve trouble tickets in my last organization was 12 minutes. The minimum time was three minutes, while some issues required well over an hour. In that organization, if we determined that an issue was going to take a great deal of time and outside resources, we would escalate it to second or third-tier support specialists who could fully own the issue and take unlimited time to resolve it."
Written by William Swansen on November 4th, 2020
13. Can you name the latest computer processors you encounter in your client's equipment?
How to Answer
This is a hybrid of technical and operational questions. While it asks about something you encounter while doing your job, it also inquires about a technical topic. An interviewer will ask this type of question to confirm that you're familiar with the type of equipment and systems they use in their organization. Your answer should mention their technology based on the research you did before coming to the interview.
Written by William Swansen on November 4th, 2020
Answer Example
"I am familiar with a wide range of computer processors, both old and new, and can support all of these. The ones I most commonly encounter are the Intel I3, I5, and I7 processors, which I believe are in most of the systems that your organization use. I am also beginning to encounter some Intel Pentium quad-core in the systems I support."
Written by William Swansen on November 4th, 2020
14. What is your definition of customer service, and what steps do you take to ensure you are providing exceptional service?
How to Answer
The first role of an IT support specialist is customer service. You shouldn't confuse solving technical issues with helping users get back to doing their jobs using technology. When interviewing for this role, keep in mind that you are first a customer service representative and second a technologist. This will also help you when you are doing the job, keeping you focused on a positive customer experience rather than being distracted by an interesting technical problem.
Written by William Swansen on November 4th, 2020
Answer Example
"In my opinion, customer service is providing an excellent customer experience for the people with which I interact. When they contact me, they are unable to do their work because of a technical issue. My job is to get them back to work by solving the issue. While doing this, I need to treat them with respect, keep them calm, and assure them that the problem will be solved efficiently."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Chad's Feedback
15. What information do you request from a customer when they complain that their computer is running slow?
How to Answer
This operational question asks you to describe the process you use for a specific task related to this role. Operational questions are like technical questions in that they should be answered directly and briefly. In this case, you can describe several steps you use to diagnose the user's computer, along with some alternative remedies to resolve the issue. Always be prepared for follow-up questions when you provide an answer to the interviewer.
Written by William Swansen on November 4th, 2020
Answer Example
"When a user contacts me regarding slow performance, the first thing I do is ask them to be more specific. Does the computer start slowly, do programs execute slowly, is accessing information from the internet taking a long time, or is it some other issue? Once I determine the symptoms, I then go about investigating the root cause. It may be something as simple as too many programs trying to execute simultaneously. Or a user may need to increase the amount of memory or storage they have in the system. Regardless of the cause, I work with them using standard procedures to resolve the issue as quickly as possible and to provide them with an excellent experience."
Written by William Swansen on November 4th, 2020
16. What is something unique that you can contribute to this job that someone else may not be able to?
How to Answer
People, in general, are hesitant to brag about themselves. We have been conditioned to be humble and to credit our entire team for the success we achieve. However, this does not apply during an interview. This is the time for you to brag about your achievements, skills, and experience. The interviewer expects this. That is why they will ask a question like this to give you the chance to describe your unique qualifications.
Written by William Swansen on November 4th, 2020
Answer Example
"I believe a unique quality I can bring to your organization is the breadth of my experience working with a variety of different systems. These include different types of hardware, operating systems, and software applications. This will enable me to address all of the IT support issues your organization is likely to encounter. It also provides you the flexibility to move me to any part of the organization that needs additional help or the type of expertise I provide."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Chad's Feedback
17. What components would you check if the audio is not working on a computer?
How to Answer
This is an operational question. Interviewers will ask operational questions to gain a better understanding of how you go about doing your job. Like technical questions, operational questions should be answered directly and briefly. You should also anticipate follow-up questions.
Written by William Swansen on November 4th, 2020
Answer Example
"If an end-user were to contact me to help resolve a problem related to the audio output on their computer, the first thing I would check is whether the volume had been turned off. Once I confirm this, I would then go through a series of questions about whether the speakers were connected, if there is power to the audio components, and other connectivity issues. Finally, I would step the user through several different tests to determine where the problem is and how to resolve it. The final solution may require replacement of some of the audio components."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Chad's Feedback
18. Can you define RAM and ROM and discuss how they differ from each other?
How to Answer
This is a follow-up question, resulting from an answer you provided to a previous question about a computer's components. Any time you provide an interviewer with an answer, you should anticipate follow-up questions. You can use this to your advantage by providing answers which encourage follow-up questions and move the interview in a direction in which you are comfortable discussing.
Written by William Swansen on November 4th, 2020
Answer Example
"RAM stands for random access memory and is used to store data which is only needed temporarily. ROM stands for read-only memory. ROM is permanent and is used by the computer to store the information it needs to operate, such as the BIOS. RAM can be expanded to accommodate additional data and help the computer perform better. ROM is populated by the manufacturer and cannot be altered except when its contents are upgraded."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Chad's Feedback
19. What are the common hardware components of a desktop or laptop computer?
How to Answer
This is a technical question meant to test your knowledge of computers and your qualifications for this job. As an IT support specialist, you can anticipate that most of the questions you will be asked will be either technical or operational. The best way to prepare for these questions is to review the technology you use, including the terms, components, and processes. Practicing questions like these also helps you to prepare for the interview.
Written by William Swansen on November 4th, 2020
Answer Example
"The components common to all computer systems include the CPU, RAM, ROM, expandable storage, a power supply, and a bus. There is also a graphical interface and display as well as an input device, typically a keyboard and mouse. Many other components can be used to expand the functionality, connectivity, and interaction with the computer. These include network interfaces, audio devices, additional memory, and various input and storage devices."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Chad's Feedback
20. What experience do you have that has prepared you for a job in IT technical support?
How to Answer
This is a general question asking about your background. The interviewer can ask any type of question at any point during the interview. This question may seem redundant in that you've probably submitted an application and your resume containing this information when applying for this job. You assume that the interviewer should have read this already. However, they may not have had time to read your resume or simply want you to explain it in more detail. You should remain patient and step the interviewer through your resume emphasizing the experience, which qualifies you for the position for which you are interviewing.
Written by William Swansen on November 4th, 2020
Answer Example
"I have a great deal of experience which has prepared me for this role. It started in high school when I was a member of the school's computer club. I spent a great deal of time helping other students with minor computer issues. I leveraged this experience when attending technical school to sharpen and expand my skills. Throughout my previous jobs, I have worked on various systems, including hardware, software, and network connectivity. I've also gained a great deal of experience working with end-users and providing exceptional customer service."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Marcie's Feedback
Anonymous Answer
Chad's Feedback
21. Can you define the term 'BIOS' and describe how it is used in a computer's operations?
How to Answer
This is a technical question. Technical questions ask you to define a term, concept, or process used in your job and then describe how it is used. It is sometimes helpful for you to provide an example. Technical questions should be answered directly. The interviewer will ask a follow-up question if they need more information about the topic.
Written by William Swansen on November 4th, 2020
Answer Example
"BIOS stands for basic input-output system and is present in every type of computer. The primary purpose of BIOS is to ensure that all the individual components within a computer can function with each other. For example, the BIOS enables the CPU or processor to communicate with the computer's memory to extract data needed by an application. It is important to keep the BIOS updated to function properly with all the hardware and software components of a computer."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Marcie's Feedback
Anonymous Answer
Chad's Feedback
22. In your opinion, what is more important for this job; technical knowledge or customer service skills?
How to Answer
This is a follow-up question to the one which asked you to define customer service. Interviewers will ask you follow-up questions throughout the interview if they need more details about a topic or want to explore it in more depth. Keeping your answers brief and to the point will encourage follow-up questions, which enable you to expand on the topic. Suppose the interviewer asks multiple follow-up questions about a single topic. In that case, this indicates that it is important to them, and you should spend extra time explaining your position or knowledge of the subject.
Written by William Swansen on November 4th, 2020
Answer Example
"In my opinion, having excellent customer service skills takes precedence over strong technical knowledge. I can always do research or find solutions to technical issues online or in service manuals. However, providing excellent customer service requires a good understanding of the user experience, patience, the ability to keep the users calm, and strong communication skills. These skills are developed over time and through direct experience doing this job."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Marcie's Feedback
Anonymous Answer
Chad's Feedback
23. What process do you use when troubleshooting IT issues?
How to Answer
IT support is 80% technical knowledge and 20% speculation. You first have to have a fundamental understanding of information technology and how it works. 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.
Written by William Swansen on November 4th, 2020
Answer Example
"When a user calls with a technical issue, I first ask a series of questions to determine what they are experiencing. For example, is there power to the device, can they interact with it, is it behaving properly, and other questions which will help me identify what might be happening. Once I know that, I can then begin to troubleshoot the issue using standard techniques that I've learned through my training and experience. I follow the Occam's razor principle, starting with simple fixes first and then moving on to more complex solutions."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Chad's Feedback
24. Why did you apply to our company as opposed to other organizations?
How to Answer
Organizations love to hire people who are passionate about the company and the work they do. Answering this question properly will demonstrate your interest in the organization and allow you to make a value statement about what you can contribute to their success. Your answer to this question should be based on the research you did before the interview. This will give you the information you can use to demonstrate why you want to work for them and how you can help them succeed.
Written by William Swansen on November 4th, 2020
Answer Example
"When searching for potential employers, your organization kept rising to the top. I like the type of work you do and how you utilize IT resources to accomplish the organization's goals. I've also spoken to several current and former employees, and they all speak highly of the work environment and the benefits the company offers."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Chad's Feedback
25. What motivated you to pursue a career in IT technical support?
How to Answer
This is an opening question that the interviewer will ask early in the interview to begin the conversation, learn more about your background, and collect information they can use for future questions. This also allows you to direct the interview towards an area that you are comfortable talking about.
Written by William Swansen on November 4th, 2020
Answer Example
"I have always had a keen interest in technology and have worked with computers since I was young. As I progressed through high school and considered what to do as a profession, IT technical support seemed natural. I frequently helped my friends and family fix their computer issues, and I enjoyed it. Rather than go to college, I decided to attend a technical school to acquire the skills I needed. This led to my first position and the rest, as they say, is history."
Written by William Swansen on November 4th, 2020
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
Chad's Feedback