This may be one of the most important IT Support interview questions for employers. It helps assess a candidate's experience helping non-technical employees use technology. Their answer can indicate whether the person can adjust their communication style to support employees or customers effectively. It might also reveal their ability to work with people from diverse backgrounds. Evaluate responses that demonstrate:

• Awareness of varying technical abilities
• Understanding of how to simplify technical language
• Ability to remain patient and calm

Problem-solving is an important part of IT Support. This question reveals how the candidate approaches challenging technical issues, which is essential if your company relies on technology for daily operations. Strong responses often describe a logical process that helps resolve problems quickly and thoroughly. Evaluate responses that demonstrate:

• Organized troubleshooting process
• Understanding of how to approach unfamiliar technical issues
• Ability to ask for further guidance

This question reveals how candidates work under pressure, which is important for IT professionals managing critical company systems. The answer indicates if the person can apply their troubleshooting process effectively when time is limited. Some candidates may admit to mistakes, demonstrating self-awareness and the ability to learn. Evaluate responses that demonstrate:

• Organized and thoughtful approach
• Acknowledgment of difficult parts of the process
• Honest self-assessment

If your company uses a digital support ticket platform to manage IT requests, your IT Support employee will need to use it regularly. This question helps gauge the candidate's software experience. Even if they aren't familiar with your specific program, it's helpful if they understand the support ticket process. Evaluate responses that demonstrate:

• Familiarity with the support ticket process
• Experience using similar programs
• Confidence in their ability to learn

IT Support employees often manage multiple tickets simultaneously. This question reveals a candidate's ability to assess the relative urgency of each request in the context of company operations. They should be able to prioritize tickets and address the most important tasks first. Evaluate responses that demonstrate:

• Understanding of factors that affect task priority
• Willingness to adjust workflows
• Familiarity with prioritizing tasks within a support ticket system

Mistakes are inevitable in technology, even for IT Support professionals. Asking about past mistakes helps gauge a candidate's ability to self-reflect and learn from errors. A strong answer demonstrates humility and self-awareness, showing that the candidate can admit where they went wrong and explain how they've changed. Evaluate responses that demonstrate:

• Willingness to share past mistakes
• Openness to growth
• Self-examination

Technical issues can be frustrating, so IT Support professionals often deal with individuals who may have strong negative emotions. This question may determine how a candidate manages tense situations and balances the emotional component of human interaction with technical problem-solving. Evaluate responses that demonstrate:

• Emotional intelligence
• Understanding of how to de-escalate situations
• Empathy for others

IT Support professionals often assist in installing and implementing new technologies, from software programs to upgraded security systems. This question evaluates the candidate's understanding of the process and common roadblocks and assesses their experience and approach to projects that potentially affect the business as a whole. Evaluate responses that demonstrate:

• Forethought and planning
• Anticipating potential problems
• Calm response to unexpected issues

Because technology is constantly evolving, IT professionals might make a point to stay informed about the latest features, challenges and solutions. This question helps assess how the candidate maintains their knowledge and skill set. Their answer can also help evaluate whether the person can identify accurate and trustworthy sources of information. Evaluate responses that demonstrate:

• Interest in updated information
• Specific news sources
• Skill development

This question encourages the candidate to walk through their technical support process during the interview. It allows you to assess their demeanor and communication style in a realistic scenario, so you can determine how they would interact with team members and customers. A good answer also highlights how they stay calm, troubleshoot effectively and follow through until the issue is resolved. Evaluate responses that demonstrate:

• Respectful attitude
• Clear communication and simple explanations
• Technical understanding of common problems