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Desktop Support Specialist Interview Questions

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  1. What was a typical day like in your last role as a desktop support specialist? See answer
  2. How involved were you in complex IT integration projects for your previous employer? See answer
  3. Two employees demand your help at the same time. How do you determine which support task to prioritize? Can you provide an example? See answer
  4. Can you explain how you managed support tickets as a desktop support specialist?
  5. When providing desktop support, How do you help individuals with simple issues that require action on their end to fix?
  6. As a desktop support specialist, what protocols did you follow for creating support-ticket logs and records?
  7. Do you have experience managing inventory for computer hardware devices? Why is it important to maintain accurate inventory records?
  8. How would you describe a default gateway and it’s purpose to someone with no IT experience?
  9. Are you comfortable with writing informative documents or memos to help employees navigate desktop issues? How would you rate your writing skills in this area?
  10. What is a VPN Server and how is it used by businesses?
  11. An employee accidentally deletes an important file. What strategies do you use to recover the file?
  12. When would you use an Ethernet cable versus a crossover cable?
  13. What types of servers do you have the most experience installing or monitoring?
  14. Can you name a few differences between a “tree” and a “forest?” How are they related to one another?
  15. How would you rate your teamwork abilities as a desktop support specialist?
  16. Can you tell me about a time you couldn’t find a solution for a technical issue? How did you respond?
  17. What types of computer hardware do you know how to install on your own?
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6 Desktop Support Specialist Interview Questions and Answers

Q:

Could you explain how you managed support tickets as a desktop support specialist?

A:

The desktop support specialist addresses a high volume of support tickets daily. They should understand how to identify top-priority issues and manage them quickly and understand that workers count on them to address problems appropriately. A well-thought-out answer will tell you the candidate works well under pressure and won’t fail to complete tasks in a timely manner. What to look for in an answer:

  • Understanding of how to prioritize support tickets
  • Excellent organizational and problem-solving skills
  • Critical and creative thinking skills

Example:

“I reviewed the support tickets and addressed high priority issues first, and then I addressed the remaining tickets in the order they arrived.”

Q:

What was a typical day like in your last role as a desktop support specialist?

A:

A desktop support specialist possesses IT skills and addresses software, hardware and networking issues. An applicant should have experience in repairing problems on-site, such as failing workstations, and be able to help remotely and assist staff members who work at different locations. A well-organized person who can start and finish tasks in a timely manner is essential as the desktop support specialist needs to remedy issues as quickly as possible. What to look for in an answer:

  • Experience correcting complex IT issues
  • Knowledge of network designs and integration
  • Experience addressing hardware, software and network issues

Example:

“As a desktop support specialist, I addressed tickets involving network, software and hardware issues. I developed skills in troubleshooting complex IT issues. I prioritize and complete tasks in the proper order to not waste anyone’s time.”

Q:

How involved were you in complex IT integration projects for your previous employer?

A:

A desktop support specialist assists with complex IT integration projects. They install and establish network designs, including modem and router installations. The specialist sets up new workstations for workers in each department and should have a working knowledge of following flowcharts and schematics for department designs, networks and peripherals. Advanced degrees aren’t required, but some training in establishing IT configurations is useful for any company. What to look for in an answer:

  • Experience installing new network designs
  • Ability to work in a team with other IT specialists
  • Experience installing software, hardware and network connections

Example:

“Working closely with administrators, I helped team members install new network designs, software applications and workstations for new workers. I believe my knowledge of integration practices sets me apart from other candidates.”

Q:

When providing desktop support, how do you help workers with simple issues that require action on their end to fix?

A:

A desktop support specialist has formal training in IT troubleshooting and issue remediation. A candidate should have a good understanding of how to fix simple and complex issues. They need to have strong communication skills and know how to break down solutions into easy-to-understand steps. What to look for in an answer:

  • Superior customer service skills
  • Experience guiding clients or workers through issue remediation steps
  • Skills in correcting different types of IT-related issues

Example:

“I guided workers through simple processes and offered step-by-step instructions for fixing their IT-related issues. At my last job, I was the go-to person for all IT-related problems.”

Q:

As a desktop support specialist, what protocol did you follow for creating support-ticket logs and records?

A:

A desktop support specialist follows a protocol as directed by their employer and industry standards. They create a log of all support tickets that lists the exact issue and how they fixed it. They follow company protocol each time they address an IT-related problem and understand that standards are paramount and benefit your company. What to look for in an answer:

  • Understanding of proper protocol and record keeping
  • Critical thinking and problem-solving skills
  • Ability to easily communicate technical details to non-technical employees

Example:

“The protocol for managing all support tickets required me to create a log of all service calls and support tickets while recording details about the issue and how I fixed it. I know that following protocol and keeping meticulous records saves time in the long run.”

Q:

Two employees demand your help at the same time. How do you determine which support task to prioritize? Can you provide an example?

A:

Desktop support specialists are responsible for helping others navigate problems with computer hardware or software. This question helps interviewers learn more about a candidate's ability to make decisions under pressure to maintain business operations.

A candidate's answer should emphasize:

  • Problem-solving skills
  • Commitment to helping both employees
  • Previous professional experience

Here is one example of a quality candidate answer:

Example:

"Typically, I'd determine which task to prioritize based on the urgency of each request. In my previous job as desktop support specialist, an employee requested access to a particular company database. However, before I could visit with that employee, I received another request from an employee who thought they'd lost a PowerPoint presentation right before their meeting. Because the second case was more urgent, I rescheduled a time to help the first employee and made sure to explain my reasoning."

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