IT Support Technician Interview Questions and Answers

Type of Questions to Expect in an IT Support Technician Interview

• Troubleshooting Logic: "A user calls saying their internet is down. Walk me through the steps you take to find the root cause."
• Hardware & Networking: Questions about identifying PC components, understanding IP addresses, DNS, and DHCP.
• Operating Systems: "How would you fix a slow-running Windows or macOS machine?" or "What is the difference between a local account and a domain account?"
• Software & Tools: Questions regarding Microsoft 365, Active Directory, and remote desktop tools like TeamViewer or AnyDesk.
• Customer Service: "How do you handle a frustrated employee who is angry that their computer crashed right before a deadline?"

What the Interviewer Will Expect

• A Methodical Approach: Do you follow a logical path to find a solution, or do you just guess? They want to see you "isolate the variables."
• Communication Skills: Can you explain to a non-technical person why their computer is failing without using confusing jargon?
• Patience and Empathy: IT support involves helping people who are often stressed. Can you remain calm and helpful under pressure?
• Adaptability: Technology changes every day. They want to see that you are willing to learn new systems and tools quickly.
• Documentation Habits: Do you believe in writing down your solutions so the next person knows how to fix the problem?

Tips on Getting Ready

1. Review the Basics: Brush up on the OSI model (especially the physical and network layers) and common command-line prompts like ping, ipconfig, and tracert.
2. Practice Your "Phone Voice": Since much of IT support happens over the phone or chat, practice explaining a process (like setting up an email account) clearly and slowly.
3. Prepare a "Success" Story: Use the STAR method (Situation, Task, Action, Result) to describe a difficult technical problem you solved that made a user happy.
4. Know the Hardware: Be ready to identify various cables (HDMI, USB-C, Ethernet) and internal components like RAM or an SSD.
5. Be Honest About Gaps: If you don't know the answer to a technical question, don't guess. Instead, say, "I’m not sure of the exact answer, but here is how I would research it to find out." In IT, knowing how to find the answer is just as important as knowing the answer itself.