Top 10 Hard Desktop Support Interview Questions and Answers.
Welcome to Top 10 Hard Desktop Support Interview Questions and Answers. This video is designed to provide confidence during interview, encourage critical problem solving, and remind all IT people that having an ability to explain how you get to solving issues is important.
Even if some questions may not sound “hard” per say, the hard part is dealing with an interview situation in which potential employer requires you to explain each troubleshooting step and multiple times in similar situations.
In addition, all questions presented are samples of what I would ask during an interview in order to gauge someone’s level of experience. The way I prefer to explain myself is in 1,2,3 format and of course feel free to tailor this information to your personal preference during an interview.
I welcome and encourage any constructive and informative comments that will contribute to learning and education for the sake of mutual benefit. Thank you.
1. When using Remote Desktop, you come to realize that the remote computer is not reachable by using a Host Name. What would be the troubleshooting steps to take in order to resolve this issue? Keep in mind that remote computer is turned on/awake and on the same physical network.
First, I would check to see if the remote computer’s host name is part of the same domain. Also, would check to see if the remote computer is enabled within domain even if it has been added.
Second, I would try to ping the computer by using the host name; if an error comes up it would determine my next step. For example, if message is “cannot resolve host name” I would try pinging the computer using its IP address.
Third, I would check for possible DNS issues if computer is reachable via IP Address. If using IP Address I can connect to the remote computer or use Remote Desktop session it could indicate a replication issue of the DNS server.
Lastly, if I have physical access to the computer; I would check the DHCP settings or look at possible hardware issues or LAN connection issue. However, this is unlikely if computer is reachable by IP Address or if it has been part of the network for some time.
2. A user has transferred to another department within company, and their local profile is missing many files and Desktop icons. What do you think the issue could be?
First, I would ask the user if they moved to another computer which could mean that their files are stored at another machine. It could also mean that the new computer does not have same software installed and icons for those would not be present.
Second, if user has not moved to another machine, I would check the Active Directory if any GPO/Domain profile restrictions for user’s new department are affecting the ability to create/view/edit files. Which can also be the reason for not seeing certain Desktop Icons.
Third, user may have received a new Domain login id which inherently does not have access to previously used local profile which has the old login id attached to it.
Lastly, if any of the situations described apply, I would act accordingly to resolve the issue. If user’s files are located somewhere else and if permitted by the company’s policy, I would transfer them back to user. Same goes for any software missing.
3. Your office receives a new printer and now it needs to be configured for every day use by a specific department in your building. How would you go about installing this printer in Direct IP Printing setup?
First, I would unpack the printer to make sure it has all parts and cables. Then I would connect/plugin in the printer in to power and network port available at designated location.
Second, I would make sure that this new printer has a static IP Address assigned to it and acquire driver package for specific model of the printer, unless the printer is setup to push the driver automatically/upon request. Typically, printer would push the driver.
Third, Active Directory needs to know of the printer added to the Domain and this can be done by assigning a printer host name and adjusting GPO settings that allows the users of that department to use that printer. If driver has to be pushed separately, this can be configured as well.
Lastly, I would notify the users of the new printer and it’s IP address and assist accordingly.
4. What is the best way to install OS on 100 computers manually; meaning, you don’t have an option to boot over the network or any automated systems available?
First, I would make sure that all computers are connected to the network and turned on. Of course, if these are new computers and I have an option to image them before deploying, I would try to keep them in the same area for easy access.
Second, I would acquire host names for each machine so they can be added to domain. This can be assigned through Active Directory (Domain controller).
Third, because booting over network does not work, I would create multiple OS install media to use (CD, USB). Afterwards, I would manually boot to inserted media and execute OS imaging process.
Lastly, upon image completion, I would ensure that each computer has a host name attached and is added to Domain (or work group). In addition, I would install any software required per department templates or requests.
Let’s just pause for a few seconds here. As you may have noticed, all of these questions require you to explain your way of doing things. I also have Top 20 Desktop Support Q/A that talk about specific technical aspects of the interview.
5. From a Desktop Support point of view only (not Active Directory) , how would you deal with user migration to a new domain? How would you deal with users affected by this change?
First, I would make sure the users and their management is aware that this change is coming and how it will affect them.
Second, I would choose a few machines to be converted ahead of time for testing purposes. This can be communicated with the network team.
Third, I would reach out to department managers to coordinate the switch so that production impact is minimized. This would involve application and website access testing on the new domain before converting everyone else.
Lastly, once all testing on a new domain is successful, a green light would be give to convert all other host machines to the new domain.
6. The entire building is switching over the gigabit network and you are to assist with the process; how would you handle this project?
First, I would work with the network team to decide on the new IP network ranges and to make sure that certain machines receive static IP addresses.
Second, if any network cables need to be upgraded it would be coordinated with members of Desktop Support and the network team. For example, CAT 5 E is a minimum cable rating for gigabit speeds.
Third, if any changes affect printers and other static devices such as servers; this has to be communicated to users and make appropriate changes to each machine.
Lastly, the most important thing would be the testing part before deployment because there is a chance that certain applications require firewall exceptions for their IP or range of IP addresses.
7. One day you come in to work and find that major systems are down; however, you also see that ticketing system has 50+ unassigned tickets. What would you prioritize and how would you go about dealing with both problems.
First, I would ask which systems are down and how many users are impacted. This will determine which issue to work on first. Tickets would be the last priority.
Second, if multiple system issues are related then I would handle this issue on my own if possible (depending on what the issue is). If issues are not related, in that case I would recruit help from co-workers and possibly assign individually if manager is not present.
Third, I would proceed to troubleshoot the issue and get as much information as possible before reaching out to any other support groups that manage specific aspects of systems affected. In this case, support teamwork is essential to resolve major systems issues that are not at immediate access to myself or Desktop Support team.
Lastly, once issues with major systems are resolved and the bulk of users are back to work, then I would concentrate on resolving tickets unassigned. Of course, it goes without saying that during crisis issue all of the management would be notified of progress/solution and root cause.
8. Explain a situation in which your had to deal with a difficult problem and how you went about resolving it.
First, an example in which I had difficulty resolving happen all the time and this is due to not having immediate access to the systems involved. Anytime I had to deal with a server/network/website issues that I don’t have access to I would have involve other groups or members of IT team to assist.
Second, a more specific example would be a web based systems application stopped functioning which affected 500+ users and since I don’t have access to the application server, the support team for that application was immediately contacted because the issue was affecting multiple users which means that issue is not local due to that fact. Of course, the first thing I would look at is the error information that will provide clues to what the issue may be.
Third, I would gather all information related to system outage which would typically include; number of users affected, specific errors, example computer ip address affected, time the issue occurred and also test to see if issues persists using alternative means (different web browsers or alternative proxy servers). To make sure that this issue is resolved as fast as possible, this information is crucial. Upon having this information available, appropriate support teams would be contacted.
Lastly, I would work with the support team and users affected to help resolve the issue by providing feedback and testing as requested. In the meantime it is also important that management is aware of the situation and receives regular updates on the matter; this includes IT and user’s management.
9. & 10. Friends, I’m leaving the last two questions open ended for a really good reason. This is my way of providing an opportunity for everyone else to spare a few moments and contribute to my cause which is to learn from each other.
What would your questions be for 9 and 10?
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