IT Help Desk Interview Questions - The Basics

These are going to be a bit on the more basic side for an upcoming IT Help Desk Interview. We will be releasing more advanced questions soon if the audience is interested. If so please comment what you’d like to be covered in the next batch of IT Help Desk Interview Questions.

Let's dive right into IT Help Desk Interview Questions:

1. What steps would you take if a user cannot connect to the internet?

Answer: First, I would check if the issue is isolated to the user or affects multiple users. This will immediately help me weed out if we’re dealing with a total outage or just an issue specific to this users workstation. Then, I would verify physical connections like Ethernet cables or Wi-Fi status. At an office you’ll most likely be fiddling with some sort of docking station / Ethernet connection. Next, I would check the network settings to ensure the device has a valid IP address - by running something like ipconfig. If the issue persists, I would use commands like ping and tracert to diagnose connectivity issues and possibly reset the network adapter. Assuming there’s some sort of structure you may want to escalate at some point to a more senior member.

2. How would you handle a situation where a user’s computer is running very slowly?

Answer: I would start by asking the user about recent changes or issues they’ve noticed. Then, I would check for excessive background processes, update the operating system, and ensure that the computer has enough free disk space via task manager. You’d be surprised at how many times a user may have like 40 excels running in the background that may not be visible on their screen. I would also scan for malware and viruses, check the system’s RAM usage, and consider temporary files cleanup or defragmenting the hard drive.

3. Can you explain what a DNS server does?

Answer: A DNS (Domain Name System) server translates human-friendly domain names (like www.example.com) into IP addresses (like 192.0.2.1) that computers use to identify each other on the network. This process is essential for browsing the internet, as it allows users to access websites using easy-to-remember names rather than numerical IP addresses. There’s no way any of us would remember specific numbers for a website if it wasn’t at all related.

4. What is the purpose of a subnet mask in networking?

Answer: A subnet mask is used to divide an IP address into a network and host portion. It determines which part of an IP address refers to the network and which part refers to the individual device (or host). This is essential for routing traffic within and between networks. Often times you’ll have subnets being used to divide networks into relevant groups. For example one subnet may be for devices like user workstations, one might be for servers, printers, so and so forth.

5. How would you troubleshoot a printer that is not responding?

Answer: First, I would ensure the printer is powered on and properly connected to the network or computer, you’d be genuinely surprised at how many times rebooting legitimately fixes these beasts. Don’t ask why just try it. . Then, I would check the printer queue for any stuck jobs and clear them if necessary, sometimes there a bunch of unsuccessful print jobs stuck in the que. If it’s a network printer, I would ensure it has a valid IP address and can be pinged. If you unsure of how to do so reach out to the relevant team such as a system administrator or network engineer etc.

6. What is the difference between an IP address and a MAC address?

Answer: An IP address is a logical address assigned to devices on a network, used for identifying devices and routing traffic. It can change depending on the network. Sometimes IP addresses can be statically assigned permanently or dynamically assigned via DHCP. A MAC (Media Access Control) address is a unique physical address assigned to network interfaces by the manufacturer. It is used for communication within the local network segment at layer 2.

7. How would you respond to a user who reports that their email account has been hacked?

Answer: First and foremost, escalate to the relevant security team immediately and await their instructions. If this isn’t possible for some reason, you I would instruct the user to immediately change their email password to a strong, unique password. Then, I would check the account for any unauthorized settings changes, like auto-forwarding rules. I would also recommend enabling two-factor authentication (2FA) and reviewing recent activity for any suspicious logins. Finally, I would suggest the user scan their device for malware and update their security software.

8. What steps would you take if a user cannot print to a network printer?

I would start by checking the physical connections and ensuring the printer is powered on and connected to the network. You can usually see this right on the front screen of the printer itself. Then, I would verify the user’s computer has the correct printer drivers installed and check the printer’s IP address. I would also ensure the printer is set as the default printer on the user’s computer and check for any error messages on the printer itself. Don’t overlook simple solutions such as the users simply having no default printer selected or one located in a different part of the building.

9. Can you explain what a firewall does?

Answer: A firewall is a network security device that monitors and controls incoming and outgoing network traffic based on predetermined security rules. It acts as a barrier between a trusted internal network and untrusted external networks, such as the internet, to block malicious traffic and prevent unauthorized access. In short, it’s the watchdog on traffic going in and out of your network.

10. How would you handle a user who is experiencing frequent application crashes?

Answer: First, I would gather information about the specific application and the context of the crashes. Then, I would check for any available updates or patches for the application. I would also review the system logs for error messages and verify that the computer meets the application’s system requirements. If necessary, I would perform a clean reinstall of the application and ensure no conflicting software is running. If on Windows, EventViewer can give you valuable insight on an application crashing. Also be sure to mention you’d communicate this issue to your team as other users could be experiencing it.

11. What is the purpose of an antivirus program?

Answer: An antivirus program is designed to detect, prevent, and remove malicious software (malware) from computers. It protects against viruses, worms, trojans, spyware, and other harmful software by scanning files, monitoring system behavior, and providing real-time protection against threats.

12. How would you troubleshoot a user’s computer that is displaying a “blue screen of death” (BSOD)?

Answer: I would start by noting the specific error code displayed on the BSOD and researching this on Google. Then, I would check for recent hardware or software changes that might have caused the issue. I would boot the computer in safe mode to perform system checks, such as scanning for malware, checking for driver updates, and reviewing system logs. If necessary, I would restore the system to a previous stable state or perform a clean installation of the operating system.

13. Can you explain the difference between HTTP and HTTPS?

Answer: HTTP (Hypertext Transfer Protocol) is used for transmitting data over the internet. It is not encrypted, making it vulnerable to interception. HTTPS (Hypertext Transfer Protocol Secure) is the secure version of HTTP, which uses SSL/TLS encryption to protect data during transmission, ensuring privacy and integrity.

14. What steps would you take if a user cannot access a shared network folder?

Answer: I would first verify the user’s network connection and check their permissions for the shared folder. Then, I would ensure the shared folder is available and accessible from another device. I would also check the network path and verify that the shared folder settings are correctly configured. If the issue persists, I would troubleshoot potential issues with the network or file server.

15. How do you ensure that your data on your computer is backed up and secure?

Answer: I implement regular backup schedules, using both local and cloud storage solutions. I ensure that backups are encrypted and stored securely. I also verify the integrity of backups periodically and educate users on the importance of saving their work in designated backup locations.

16. What is the purpose of a router in a network?

Answer: A router connects multiple networks together and directs data packets between them. It manages traffic between devices on a local network and external networks, such as the internet. Routers often provide additional features like NAT (Network Address Translation), firewall protection, and DHCP services. Devices wouldn’t be able to communicate with devices not on your network without a router. For example, think of an Xbox. Without a router you would only be able to play local offline games and not play with anyone online.

17. How would you troubleshoot a user’s issue with slow internet speeds?

Answer: I would start by running a speed test to measure the actual internet speed. You can google internet speed test to give you the info right there. Then, I would check for background applications or downloads consuming bandwidth. I would also verify the user’s network settings and check for any network congestion or interference. If necessary, I would reboot the router and modem and consider contacting the ISP for further assistance. Task Manager is your best friend!

18. Can you explain what two-factor authentication (2FA) is and why it’s important?

Answer: Two-factor authentication (2FA) adds an extra layer of security to the login process by requiring two forms of verification: something the user knows (password) and something the user has (a code sent to their phone or an authentication app). It significantly reduces the risk of unauthorized access, even if the password is compromised. For example even if an attacker guessed your password right, they wouldn’t be able to complete the login with the second authentication required. Often times you’ll see this as a push notification or sometimes a time code that is only sent to the users mobile device.

19. How would you handle a user reporting that their files are missing?

Answer: I would first check if the files were accidentally moved or deleted. Then, I would look in the Recycle Bin or Trash. If the files are not there. I would also check if the files were stored on a network drive or cloud service and verify backup copies if available. Although more than likely there in the users recycling bin, be wary if the workplaces used a file sharing application such as Box too. It easily could have been moved in the cloud application, which eventually synced with the desktop application making it seem it vanished out of thin air.

20. What steps would you take to secure a user’s computer against potential threats?

Answer: I would ensure the operating system and all software are up-to-date with the latest patches and updates. I would install and configure antivirus and anti-malware software, enable a firewall, and set up strong password policies. I would also educate the user on safe browsing practices, avoiding suspicious links and attachments, and regularly backing up their data.

It’s pretty unlikely you’d be doing this yourself as an IT help desk team member as this likely will fall under more of a system administrations umbrella of duties but familiarizing yourself with what goes on under the hood will only make you standout as a stronger candidate.

MOST IMPORTANTLY

One of the most important skills as an IT Help Desk is the ability to research and ask the correct questions. If you’re unable to immediately understand or know the resolution to an issue, ensure you have googled, used relevant knowledge base information before immediately escalating. Being able to troubleshoot is a key skill and be sure to emphasize that during your interview. You may get hit with a curveball question you don’t know but interviewers would rather you explain how’d you handle a situation you’re not familiar with as opposed to A) lying that you do or B) immediately jumping to escalating to higher ups.

Remember we’ll be posting more advanced questions soon. Be sure to comment specific topics you’d like to be included!