IT Help Desk / Support Technician Screening Interview Template

Describe your IT support experience. What level of support have you provided (tier 1, tier 2, tier 3), and what was the size of the user base you supported?

What this assesses: Establishes experience level and scale of support operations the candidate is accustomed to.

Walk me through how you would troubleshoot a user who reports their computer is running very slowly. What steps would you take?

What this assesses: Tests systematic troubleshooting methodology and technical problem-solving approach.

What ticketing systems have you used (ServiceNow, Zendesk, Jira Service Desk, Freshdesk)? How do you prioritize and manage your ticket queue?

What this assesses: Assesses familiarity with common ITSM tools and ability to manage workload effectively.

What operating systems, networking concepts, and hardware are you most experienced with? Do you hold any IT certifications (CompTIA A+, Network+, ITIL, etc.)?

What this assesses: Evaluates technical knowledge breadth and verifies relevant certifications for placement matching.

Tell me about a time you had to explain a technical issue to someone with no technical background. How did you make it understandable?

What this assesses: Tests communication skills and ability to translate technical concepts for end users.

Describe a difficult or unusual technical issue you resolved. What made it challenging and what was your approach?

What this assesses: Reveals depth of technical ability and persistence when facing unfamiliar problems.

Are you available for on-call or after-hours support? What is your preferred work arrangement (on-site, remote, hybrid)?

What this assesses: Determines availability for support coverage requirements and work arrangement preferences.