IT Support Analyst Interview Questions

Interviewer: Good morning, thank you for coming in today. Can you please introduce yourself and tell us a little bit about your background in IT support?

Candidate: Good morning, my name is John and I've been working in IT support for about 5 years now. I have experience troubleshooting hardware and software issues, managing user accounts, and providing remote support.

Interviewer: Great, can you describe your experience with Active Directory and group policy management?

Candidate: Yes, I have worked with Active Directory to create and manage user accounts, groups, and permissions. I have also created and implemented group policy objects to enforce security and compliance policies.

Interviewer: Have you worked with Microsoft Exchange before? If so, what tasks have you performed on the platform?

Candidate: Yes, I have worked with Microsoft Exchange to manage user mailboxes, troubleshoot connectivity issues, and configure email forwarding rules.

Interviewer: How do you approach troubleshooting technical issues?

Candidate: I always start by gathering as much information as possible about the issue from the user, and then systematically working through possible solutions until the problem is resolved. I also document my troubleshooting steps in case the issue arises again.

Interviewer: Can you give an example of a particularly challenging technical issue you have successfully troubleshooted in the past?

Candidate: Sure, I once had a user who was experiencing intermittent internet connectivity issues. After checking the basics like cables and configuration settings, I ended up identifying an issue with a faulty router and replacing it to resolve the problem.

Interviewer: How do you prioritize and manage multiple support requests at once?

Candidate: I prioritize support requests based on urgency and impact to the business. I also communicate with users to set expectations on when they can expect a response or resolution, and use ticketing systems to track and manage requests.

Interviewer: What is your experience with virtualization technologies such as VMware or Hyper-V?

Candidate: I have experience working with VMware to manage virtual machines, monitor resource usage, and troubleshoot connectivity issues between virtual guests and the host.

Interviewer: Can you discuss your experience with backup and disaster recovery solutions?

Candidate: Yes, I have set up and managed backup solutions such as Windows Backup and Veeam Backup & Replication. I have also tested and documented disaster recovery procedures to ensure business continuity in case of an outage.

Interviewer: How do you approach software deployments or updates to a large group of users?

Candidate: I always plan and test software deployments or updates before rolling them out to a larger group of users. I also communicate with users beforehand to minimize disruption, and troubleshoot any issues that arise during or after the deployment.

Interviewer: Have you worked with VoIP phone systems before? If so, what tasks have you performed on the platform?

Candidate: Yes, I have worked with Cisco and Avaya VoIP phone systems to set up and manage phone extensions and voicemail, troubleshoot connectivity issues, and configure call routing.

Interviewer: Can you describe your experience with Windows server administration?

Candidate: Yes, I have experience with Windows Server 2012 and 2016, including setting up and managing roles such as Active Directory, DNS, DHCP, and file and print sharing.

Interviewer: How do you stay up to date with new technologies and trends in the IT support industry?

Candidate: I subscribe to industry publications and attend webinars and conferences to stay informed about new technologies and trends. I also network with other IT professionals to share knowledge and best practices.

Interviewer: How do you approach working with non-technical users who may not fully understand the issue they are experiencing?

Candidate: I always try to explain the issue and the solution in simple terms that the user can understand. I also use visual aids such as screenshots or remote sessions to help guide the user through the troubleshooting or resolution process.

Interviewer: Can you describe your experience with Linux or Unix operating systems?

Candidate: I am familiar with Linux and Unix command-line interfaces and navigation, as well as basic file and directory management. However, my experience is primarily focused in Windows administration.

Interviewer: Finally, can you tell us why you are interested in this position and what you think you can bring to the role?

Candidate: I am looking for a challenging role where I can continue to grow my technical skills and work collaboratively with a team. I believe my experience in IT support and troubleshooting, combined with my strong communication and organizational skills, make me well-suited for this position.

Scenario Questions

1. Scenario: A user reports that their computer is running slowly. They mention that they have not installed any new software recently. What are the steps you would take to diagnose the issue?

Candidate Answer: First, I would check the Task Manager to see if any processes are using an excessive amount of CPU or memory. I would also check for any updates that need to be installed and run a virus scan to rule out any malware. If necessary, I would uninstall any unnecessary programs that may be causing the issue.

2. Scenario: A user is unable to access their email. They receive an error message that says "Account not verified." What steps would you take to resolve this issue?

Candidate Answer: I would advise the user to check their email inbox for a verification link or code. If they are unable to find it, I would check the spam folder as well. If the verification link has expired or is no longer valid, I would resend the link or code and make sure the user verifies their account.

3. Scenario: A user reports that they are unable to connect to the Wi-Fi network. What are the steps you would take to troubleshoot this problem?

Candidate Answer: First, I would check to make sure that the Wi-Fi signal is strong and that the user is within range of the network. Then, I would check if the user's device is connecting to the correct network and if the Wi-Fi password is entered correctly. I would also make sure that the network is not down for maintenance or experiencing other issues.

4. Scenario: A user is unable to find a file that was saved on their computer. What steps would you take to help them locate the file?

Candidate Answer: I would first check the recycling bin to see if the file was accidentally deleted. If it is not there, I would search for the file name on the computer's search bar or use the File Explorer to browse through the folders. If the file is still not found, I would check if it was saved to an external device or cloud storage.

5. Scenario: A user reports that they are unable to print documents from their computer. What steps would you take to troubleshoot this issue?

Candidate Answer: I would first check if the printer is turned on and connected to the computer. Then, I would check if the printer is set as the default printer on the computer and if the printer driver is up-to-date. If necessary, I would try printing a test page from the printer's settings or restart both the computer and the printer.