Interview Guide for

IT Support Specialist

This comprehensive IT Support Specialist interview guide provides a structured approach to identifying candidates with the technical expertise, customer service orientation, and problem-solving abilities essential for this role. Designed to evaluate both hard and soft skills through a variety of assessment methods, this guide will help you identify candidates who can provide exceptional IT support while maintaining a positive user experience.

How to Use This Guide

This interview guide serves as a blueprint for conducting effective interviews for IT Support Specialist positions. To maximize its value:

Customize for your needs: Adapt questions and competencies to match your specific technical environment and organizational culture.
Share with your team: Distribute this guide to everyone involved in the hiring process to ensure consistency across interviews.
Follow the structure: Use the predetermined interview sequence to thoroughly evaluate each candidate's capabilities from different angles.
Use follow-up questions: Dig deeper with follow-up questions to gain full context about each candidate's experience and approach.
Score independently: Have each interviewer complete their scorecard before discussing candidates to prevent bias and gather diverse perspectives.

Learn more about how to conduct a job interview and explore additional IT Support Specialist interview questions to supplement this guide.

Job Description

IT Support Specialist

About [Company]

[Company] is a [Industry] leader committed to innovation and excellence. We are a dynamic and growing organization seeking a passionate and skilled IT Support Specialist to join our team and contribute to our continued success.

The Role

The IT Support Specialist plays a vital role in ensuring our organization runs smoothly by providing technical support to employees, troubleshooting issues, and maintaining our IT systems and infrastructure. You'll be the first line of defense against technical problems while creating a positive support experience for all users.

Key Responsibilities

Provide timely and effective technical support to end-users via phone, email, and in-person
Troubleshoot and resolve hardware and software issues for computers, laptops, printers, and peripherals
Assist with installation, configuration, and maintenance of operating systems, software, and hardware
Manage user accounts, permissions, and access rights
Diagnose and resolve network connectivity issues
Document issues and solutions in help desk ticketing system
Create and maintain user documentation, FAQs, and troubleshooting guides
Provide training to end-users on hardware and software applications
Assist with new employee onboarding and IT setup
Monitor system performance and security
Escalate complex issues to senior IT staff when needed

What We're Looking For

Strong troubleshooting and problem-solving abilities
Excellent communication and customer service skills
Ability to explain technical concepts clearly to non-technical users
Detail-oriented with strong documentation habits
Experience with Windows and/or macOS operating systems
Familiarity with help desk ticketing systems
Knowledge of networking concepts (TCP/IP, DNS, DHCP)
Self-motivated with ability to work independently and as part of a team
Patience and empathy when dealing with frustrated users
Eagerness to learn new technologies and systems

Why Join [Company]

At [Company], we believe our people are our greatest asset. We offer a collaborative, innovative environment where you can grow your skills and advance your career in IT.

Competitive salary range of [Pay Range]
Comprehensive benefits including health, dental, and vision insurance
Professional development opportunities and training
Work-life balance with flexible scheduling options
Collaborative, inclusive company culture

Hiring Process

We've designed a streamlined hiring process to help you showcase your talents and provide you with a clear understanding of the role:

Initial Screening: A brief phone or video conversation to discuss your background and interest in the position.
Technical Skills Assessment: A practical exercise where you'll demonstrate your troubleshooting abilities through simulated IT support scenarios.
Competency Interview: An in-depth discussion with the IT Manager focusing on your technical skills, problem-solving approach, and past experiences.
Team Interview: Meet with potential team members to understand team dynamics and discuss collaborative scenarios.
Final Interview (Optional): For select candidates, a discussion with our IT Director or other senior staff members.

We aim to communicate clearly throughout the process and provide timely feedback after each stage.

Ideal Candidate Profile (Internal)

Role Overview

The IT Support Specialist serves as the frontline technical resource for all employees, requiring exceptional troubleshooting skills, technical knowledge, and customer service abilities. The ideal candidate will balance technical expertise with strong interpersonal skills to support users effectively while maintaining IT systems and security protocols.

Essential Behavioral Competencies

Problem Solving - Ability to analyze issues systematically, identify root causes, and implement effective solutions. In this role, the candidate must be able to diagnose hardware, software, and network issues quickly and develop appropriate solutions, often under time pressure.

Service Orientation - Genuine desire to help others and provide exceptional support. The candidate should demonstrate patience, empathy, and a positive attitude when assisting users of varying technical abilities, even in frustrating situations.

Communication - Ability to explain complex technical concepts in simple terms that non-technical users can understand. This includes written communication for documentation and verbal communication for user training and support.

Adaptability - Willingness to learn new technologies and adjust to changing priorities. The IT environment constantly evolves, requiring someone who can quickly adapt to new systems, processes, and unexpected issues.

Organizational Skills - Capability to manage multiple support requests simultaneously, prioritize effectively, and maintain detailed documentation. The ideal candidate will be methodical and thorough in their approach to tracking issues and solutions.

Desired Outcomes

Reduce average ticket resolution time by 15% within the first six months
Maintain a minimum 90% user satisfaction rating for IT support services
Create or update at least 5 user-friendly documentation guides per quarter
Successfully onboard new employees with all required IT resources within one business day
Identify and implement at least 2 process improvements per quarter to enhance IT support efficiency

Ideal Candidate Traits

Technical aptitude with ability to quickly learn new systems and software
Natural curiosity and problem-solving mindset
Exceptional attention to detail, particularly in documentation
Strong time management skills to handle multiple support requests
Effective under pressure when dealing with critical system issues
Genuinely enjoys helping others and providing excellent customer service
Communicates clearly without using excessive technical jargon
Self-directed but comfortable escalating issues when appropriate
Excellent active listening skills to properly diagnose user issues
Positive attitude that contributes to team morale and workplace culture

Screening Interview

Directions for the Interviewer

This initial screening interview is designed to identify candidates with the core technical understanding, support experience, and customer service orientation necessary for an IT Support Specialist role. Your goal is to assess whether candidates have the foundational skills and the right mindset to succeed in a support environment. Listen for examples of how they've handled user interactions, their approach to troubleshooting, and their communication style.

Pay attention to how they explain technical concepts—can they adjust their language for a non-technical audience? This will be crucial for the role. Also note their attitude toward helping others and handling stressful support situations. The best candidates will demonstrate patience, empathy, and a genuine desire to solve problems.

Keep the conversation flowing naturally and make the candidate comfortable. Allow at least 5-10 minutes at the end for the candidate to ask questions about the role and company.

Directions to Share with Candidate

"Today we'll have an initial conversation to learn more about your background in IT support and technical troubleshooting. I'll ask about your experience with various technologies and how you've approached support scenarios in the past. This is also an opportunity for you to learn more about our company and the IT Support Specialist role, so please feel free to ask any questions you may have toward the end of our discussion."

Interview Questions

Tell me about your experience providing technical support. What types of issues did you commonly handle, and what environments have you supported?

Areas to Cover

Types of support provided (hardware, software, network)
Size and complexity of the user environment
Support channels used (phone, email, in-person, ticketing systems)
Types of users supported (technical level, departments)
Key technologies and systems they're familiar with

Possible Follow-up Questions

How did you prioritize multiple support requests?
What was the most challenging technical environment you supported?
How did you track and document the issues you resolved?
What was your typical response and resolution time?

Walk me through your approach to troubleshooting a technical problem. Can you share a specific example of a challenging issue you resolved?

Areas to Cover

Systematic troubleshooting methodology
How they gather information from users
Research and resource utilization
Decision-making process for solutions
Documentation of the resolution
Follow-up with the user

Possible Follow-up Questions

How do you determine when to escalate an issue?
What resources do you typically use when researching solutions?
How do you handle issues you haven't encountered before?
How do you verify that the problem is truly resolved?

How do you explain technical issues and solutions to non-technical users? Give me an example.

Areas to Cover

Ability to translate technical concepts into plain language
Patience and empathy when communicating
Adjusting communication style to the user's level of understanding
Active listening to ensure comprehension
Use of analogies or visual aids when helpful

Possible Follow-up Questions

How do you ensure the user truly understands your explanation?
What do you do if a user is getting frustrated with the explanation?
How have you improved your communication skills over time?
Tell me about a time when you had to adjust your communication style for different users.

Tell me about your experience with help desk ticketing systems. How do you use them to manage your workload?

Areas to Cover

Specific ticketing systems used
Ticket management and prioritization
Documentation practices
Metrics tracking and reporting
Process improvement suggestions

Possible Follow-up Questions

How do you determine ticket priority?
What information do you include in ticket documentation?
How have you used ticket data to improve support processes?
How do you handle tickets that remain open for extended periods?

What do you do to stay current with new technologies, particularly in [relevant technologies mentioned in job description]?

Areas to Cover

Professional development activities
Self-learning strategies
Resources used to stay informed
Application of new knowledge
Interest in specific technologies

Possible Follow-up Questions

What was the last new technology you learned? How did you approach learning it?
How do you balance learning new technologies with your daily responsibilities?
How do you determine which new technologies are worth learning?
Have you earned any certifications? Do you plan to pursue any?

How do you handle situations where users are frustrated or upset about technical issues?

Areas to Cover

Emotional intelligence and empathy
De-escalation techniques
Focus on problem resolution
Follow-up to ensure satisfaction
Professional boundaries

Possible Follow-up Questions

Tell me about a particularly difficult interaction and how you handled it.
How do you remain calm when users are upset?
What do you do if a user is resistant to your proposed solution?
How do you rebuild trust with a user after a negative experience?

Interview Scorecard

Technical Knowledge

0: Not Enough Information Gathered to Evaluate
1: Limited understanding of basic IT concepts and systems
2: Basic understanding of common hardware, software, and networking concepts
3: Strong understanding of IT systems with practical knowledge of troubleshooting techniques
4: Exceptional technical knowledge across multiple domains with advanced troubleshooting skills

Problem-Solving Approach

0: Not Enough Information Gathered to Evaluate
1: Unstructured approach to troubleshooting without clear methodology
2: Basic problem-solving skills but may miss systematic approaches
3: Methodical approach to identifying issues and implementing solutions
4: Exceptional analytical skills with evidence of creative and efficient problem resolution

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Struggles to explain technical concepts clearly or uses excessive jargon
2: Can explain technical concepts but may not always adjust to audience level
3: Effectively communicates technical information in an accessible way
4: Outstanding ability to translate complex technical information for any audience

Customer Service Orientation

0: Not Enough Information Gathered to Evaluate
1: Limited evidence of service mindset or empathy toward users
2: Basic customer service approach but may not excel with difficult situations
3: Strong service orientation with evidence of patience and understanding
4: Exceptional service mindset with proven ability to handle challenging user situations

Reduce average ticket resolution time by 15% within six months

0: Not Enough Information Gathered to Evaluate
1: Unlikely to improve ticket resolution efficiency
2: May make modest improvements to resolution time
3: Likely to achieve the 15% reduction goal
4: Likely to exceed the 15% reduction goal significantly

Maintain a minimum 90% user satisfaction rating

0: Not Enough Information Gathered to Evaluate
1: Unlikely to maintain high user satisfaction
2: May achieve acceptable but inconsistent satisfaction ratings
3: Likely to maintain the 90% satisfaction target
4: Likely to exceed 90% satisfaction consistently

Create or update at least 5 user documentation guides per quarter

0: Not Enough Information Gathered to Evaluate
1: Unlikely to prioritize or produce quality documentation
2: May create basic documentation but possibly not meet the quantity or quality target
3: Likely to meet the documentation target with good quality
4: Likely to exceed documentation targets with exceptional quality

Screen to Interview Loop Recommendation

1: Strong No Hire - Does not meet essential requirements
2: No Hire - Meets some requirements but has significant gaps
3: Hire - Meets all essential requirements for the position
4: Strong Hire - Exceeds requirements with exceptional fit for the role

Technical Skills Assessment (Work Sample)

Directions for the Interviewer

This technical assessment evaluates the candidate's practical IT support skills through simulated real-world scenarios. Your role is to observe how the candidate approaches troubleshooting, their technical knowledge, and their ability to explain solutions clearly.

Provide the candidate with the simulated support scenarios described below and give them access to the necessary equipment or remote system for the demonstration. Pay attention to their methodology, efficiency, and communication throughout the process. Note both the technical accuracy of their solutions and how they would communicate with a hypothetical end-user.

This assessment should take approximately 45-60 minutes. Allow 30-45 minutes for the technical scenarios and 15 minutes for discussion and candidate questions at the end.

Directions to Share with Candidate

"In this session, we'll assess your technical support skills through a few simulated scenarios that reflect common issues our users face. You'll have access to [describe available equipment/system]. For each scenario, please:

Explain your thought process as you troubleshoot
Demonstrate the steps you would take to diagnose and resolve the issue
Explain how you would communicate the solution to a non-technical user

The goal is to see both your technical abilities and how you'd interact with users in real support situations. Feel free to ask clarifying questions throughout the exercise."

Technical Scenarios

Scenario 1: Hardware Troubleshooting

Present the candidate with a non-functioning computer or laptop (or describe the scenario if remote). The issue could be something like a disconnected component, incorrect display settings, or a peripheral device not working properly.

Areas to Cover

Systematic approach to hardware diagnostics
Proper checking of physical connections
Device manager and driver verification steps
Testing with alternative devices or components
Documentation of the troubleshooting process

Possible Follow-up Questions

What would you do if you couldn't resolve this on-site?
How would you document this issue for future reference?
What preventative measures would you suggest to the user?
How would you explain the issue to a user with no technical background?

Scenario 2: Software/OS Troubleshooting

Present a scenario involving operating system issues, application errors, or software conflicts. This could include error messages, slow performance, or application crashes.

Areas to Cover

Systematic approach to software diagnostics
Use of built-in troubleshooting tools
Event log analysis
Software conflict identification
Efficient resolution methods

Possible Follow-up Questions

How would you approach this if you had to work remotely?
What if this issue was affecting multiple users?
How would you prioritize this issue compared to other tickets?
What steps would you take to prevent this issue from recurring?

Scenario 3: Account Management and Security

Present a scenario involving user account management, password reset, permission issues, or basic security concerns.

Areas to Cover

User account management procedures
Security awareness and best practices
Permission settings and principle of least privilege
Password policies and management
Data security considerations

Possible Follow-up Questions

How would you verify a user's identity before resetting their password?
What would you do if someone requested elevated permissions?
How would you explain security best practices to a non-technical user?
What would you do if you suspected a security breach?

Scenario 4: Network Connectivity

Present a scenario involving network connectivity issues such as inability to access the internet, connect to a network share, or join a wireless network.

Areas to Cover

Network troubleshooting methodology
Use of diagnostic tools like ping, ipconfig, tracert
Understanding of DNS, DHCP, and IP addressing
Wired vs. wireless troubleshooting approaches
Escalation thresholds for network issues

Possible Follow-up Questions

How would you determine if this is a local issue or network-wide?
What steps would you take if basic troubleshooting didn't resolve the issue?
How would you explain network concepts to a frustrated user?
What documentation would you create about this issue?

Interview Scorecard

Technical Proficiency

0: Not Enough Information Gathered to Evaluate
1: Limited technical knowledge with major gaps in core support areas
2: Basic technical skills but struggles with some fundamental concepts
3: Strong technical abilities across hardware, software, and networking
4: Exceptional technical knowledge with advanced troubleshooting skills

Methodical Problem-Solving

0: Not Enough Information Gathered to Evaluate
1: Disorganized approach with significant inefficiencies
2: Basic troubleshooting approach but lacking systematic methodology
3: Structured, logical approach to diagnosing and resolving issues
4: Highly efficient, methodical troubleshooting with optimal problem-solving strategies

Communication of Technical Concepts

0: Not Enough Information Gathered to Evaluate
1: Unable to translate technical concepts into understandable language
2: Makes some effort to simplify concepts but still uses excessive jargon
3: Effectively communicates technical information at an appropriate level
4: Exceptional ability to make complex technical concepts accessible to any audience

Documentation Quality

0: Not Enough Information Gathered to Evaluate
1: Minimal attention to documentation with critical details missing
2: Basic documentation but lacking thoroughness or clarity
3: Clear, thorough documentation that would enable knowledge sharing
4: Exceptional documentation that enhances team knowledge and process improvement

Reduce average ticket resolution time by 15% within six months

0: Not Enough Information Gathered to Evaluate
1: Technical approach likely to result in extended resolution times
2: May achieve some efficiency but unlikely to meet 15% target
3: Demonstrated efficiency likely to achieve the 15% reduction goal
4: Highly efficient approach likely to exceed the 15% reduction target

Maintain a minimum 90% user satisfaction rating

0: Not Enough Information Gathered to Evaluate
1: Communication style unlikely to satisfy users
2: Basic customer service but may struggle with difficult scenarios
3: Approach likely to maintain the 90% satisfaction target
4: Exceptional service approach likely to exceed 90% satisfaction

Create or update at least 5 user documentation guides per quarter

0: Not Enough Information Gathered to Evaluate
1: Shows little attention to documentation quality or detail
2: Basic documentation skills but may not meet quality or quantity targets
3: Documentation approach likely to meet the quarterly target
4: Exceptional documentation skills likely to exceed targets with high quality

Technical Skills Assessment Recommendation

1: Strong No Hire - Significant technical deficiencies
2: No Hire - Technical skills below requirements for the role
3: Hire - Demonstrated solid technical abilities for the position
4: Strong Hire - Exceptional technical skills that exceed requirements

Competency Interview

Directions for the Interviewer

This interview focuses on evaluating the candidate's core competencies in problem-solving, service orientation, communication, adaptability, and organizational skills. Your goal is to assess their past behaviors in situations relevant to IT support work to predict future performance.

Use behavioral interview techniques by asking for specific examples from the candidate's experience. Listen for the situation they faced, the actions they took, and the results they achieved. Probe for details about their thought process, challenges faced, and lessons learned.

This interview should take approximately 45-60 minutes, with time reserved for candidate questions at the end. You'll be evaluating the candidate on the essential competencies defined in the Ideal Candidate Profile.

Directions to Share with Candidate

"In this interview, I'd like to learn about your specific experiences handling various IT support situations. I'll ask questions about how you've approached challenges, worked with users, and managed your support responsibilities in the past. Please share specific examples rather than hypothetical scenarios or general approaches. I'm interested in understanding the situation you faced, the actions you took, and the outcomes you achieved. Feel free to ask for clarification if needed, and we'll save time at the end for any questions you have about the role or company."

Interview Questions

Tell me about a time when you had to solve a particularly complex technical issue that initially had you stumped. (Problem Solving)

Areas to Cover

Initial approach to the puzzling problem
Resources consulted and research conducted
Systematic elimination of potential causes
Creative thinking or alternative approaches tried
Steps taken to implement and verify the solution
Documentation and knowledge sharing afterward

Possible Follow-up Questions

What was the most challenging aspect of this problem?
How did you verify that your solution fixed the root cause?
What did you learn that you've applied to other problems?
How did you communicate the solution to others on your team?

Describe a situation where you had to support a frustrated or upset user. How did you handle it? (Service Orientation)

Areas to Cover

Initial response to the upset user
Techniques used to de-escalate the situation
Balance between empathy and problem-solving
Steps taken to resolve the technical issue
Follow-up actions to ensure satisfaction
Lessons learned about supporting users in difficult situations

Possible Follow-up Questions

How did you maintain your composure in this situation?
What specific phrases or techniques helped calm the situation?
How did you ensure the user felt heard and respected?
What would you do differently if faced with a similar situation?

Give me an example of when you had to explain a complex technical concept or process to someone with limited technical knowledge. (Communication)

Areas to Cover

Assessment of the person's technical understanding
Techniques used to simplify the explanation
Use of analogies, visuals, or demonstrations
Checking for understanding throughout
Adjustments made if the explanation wasn't working
Outcome and feedback received

Possible Follow-up Questions

How did you gauge their level of understanding?
What analogies or examples were most effective?
How did you know they truly understood the concept?
Have you refined your approach to explanations over time?

Tell me about a time when you had to quickly learn and support a new technology or system. (Adaptability)

Areas to Cover

Initial approach to learning the new technology
Resources and methods used to gain proficiency
Challenges faced during the learning process
Balance between learning and providing support
Implementation of the new knowledge
Long-term integration into support capabilities

Possible Follow-up Questions

What was most challenging about learning this new system?
How did you prioritize what to learn first?
How did you handle support requests while still learning?
What approaches to learning worked best for you?

Describe how you've managed multiple support requests simultaneously during a busy period. (Organizational Skills)

Areas to Cover

Prioritization methodology
Communication with users about expectations
Tools or systems used to track multiple issues
Time management techniques
Stress management approach
Results achieved and lessons learned

Possible Follow-up Questions

How did you determine which requests needed immediate attention?
How did you communicate priorities and timelines to users?
What strategies helped you stay organized and focused?
How did you know when to ask for help or escalate issues?

Share an example of when you identified and implemented an improvement to an IT support process or procedure. (Problem Solving/Initiative)

Areas to Cover

How the improvement opportunity was identified
Research and planning for the improvement
Collaboration with others on the solution
Implementation process and challenges
Measurement of results
Lessons learned and further refinements

Possible Follow-up Questions

What metrics or feedback indicated the process needed improvement?
How did you get buy-in from stakeholders for your changes?
What resistance did you face and how did you address it?
What was the long-term impact of your improvement?

Interview Scorecard

Problem Solving

0: Not Enough Information Gathered to Evaluate
1: Struggles with systematic troubleshooting; often misses root causes
2: Basic problem-solving skills but may lack thoroughness or efficiency
3: Strong analytical approach with evidence of effective issue resolution
4: Exceptional problem-solving with innovative approaches and consistent results

Service Orientation

0: Not Enough Information Gathered to Evaluate
1: Shows limited empathy or patience with users; primarily technical focus
2: Basic customer service skills but may struggle with difficult situations
3: Consistently demonstrates empathy and focus on user satisfaction
4: Exceptional service mindset with proven ability to transform negative experiences

Communication

0: Not Enough Information Gathered to Evaluate
1: Difficulty explaining technical concepts; relies heavily on jargon
2: Can communicate basics but struggles with complex concepts or difficult audiences
3: Effectively adjusts communication style to audience and explains technical concepts clearly
4: Outstanding communicator who can make any technical concept accessible and engaging

Adaptability

0: Not Enough Information Gathered to Evaluate
1: Resistant to change; struggles with new technologies or approaches
2: Can adapt but requires significant time or guidance
3: Embraces new technologies and situations with positive attitude and quick learning
4: Thrives in changing environments with exceptional ability to rapidly master new skills

Organizational Skills

0: Not Enough Information Gathered to Evaluate
1: Disorganized approach; struggles to manage multiple priorities
2: Basic organization but may become overwhelmed with high volume
3: Effectively manages multiple tasks with clear prioritization and follow-through
4: Exceptional organizational systems that optimize productivity even under pressure

Reduce average ticket resolution time by 15% within six months

0: Not Enough Information Gathered to Evaluate
1: Approach to support unlikely to improve efficiency
2: May achieve modest efficiency improvements
3: Methods and skills likely to achieve the 15% target
4: Demonstrates approaches likely to exceed the 15% target significantly

Maintain a minimum 90% user satisfaction rating

0: Not Enough Information Gathered to Evaluate
1: Service approach unlikely to satisfy users consistently
2: May achieve acceptable satisfaction but with inconsistency
3: Service orientation likely to maintain the 90% satisfaction target
4: Exceptional service approach likely to exceed 90% satisfaction consistently

Create or update at least 5 user documentation guides per quarter

0: Not Enough Information Gathered to Evaluate
1: Shows limited interest or ability in documentation
2: Basic documentation skills but may not prioritize this work
3: Demonstrated ability likely to meet documentation targets
4: Strong documentation skills likely to exceed targets with high quality

Competency Interview Recommendation

1: Strong No Hire - Significant gaps in essential competencies
2: No Hire - Meets some competency requirements but lacks others
3: Hire - Demonstrates solid competencies across all essential areas
4: Strong Hire - Exceptional demonstration of all competencies

Team Fit Interview

Directions for the Interviewer

This interview focuses on evaluating how well the candidate will integrate with your IT team and support the broader organizational culture. Team members participating in this interview should assess the candidate's collaboration style, communication approach, and cultural alignment.

Structure this as a conversational interview that includes both technical and behavioral questions focused on teamwork. Pay attention to how the candidate interacts with different team members, their listening skills, and how they respond to various communication styles. This interview provides an opportunity to see how the candidate might handle day-to-day interactions within your specific team.

This interview should take approximately 45-60 minutes with 2-3 team members present. Allow time for each interviewer to ask questions and for the candidate to ask questions about the team and work environment.

Directions to Share with Candidate

"In this conversation, you'll meet several members of our IT team who you would be working with directly. We want to understand how you collaborate with others, handle team dynamics, and contribute to a positive work environment. Each team member will ask a few questions about your experiences working with others. This is also your opportunity to learn more about our team culture and ask questions about what it's like to work here. We encourage an open, honest conversation so we can all determine if this would be a good fit."

Interview Questions

Tell us about a time when you collaborated with others to solve a technical problem that couldn't be resolved by one person alone. (Teamwork/Collaboration)

Areas to Cover

Role in the collaboration
Communication methods used
Contribution to the solution
Handling of different perspectives or approaches
Results of the team effort
Lessons learned about effective collaboration

Possible Follow-up Questions

How did you handle disagreements about the approach?
What was your specific contribution to the solution?
How did you ensure everyone was heard and valued?
What would you do differently in a similar situation?

Describe a situation where you received constructive feedback about your work. How did you respond? (Coachability)

Areas to Cover

Nature of the feedback received
Initial reaction and thought process
Actions taken in response
Changes implemented
Long-term impact of the feedback
Approach to seeking feedback now

Possible Follow-up Questions

What was challenging about receiving this feedback?
How did you implement changes based on the feedback?
What did you learn about yourself through this experience?
How do you proactively seek feedback now?

How do you prefer to communicate with team members when working on technical issues? Give examples of how you've adapted your communication style when needed. (Communication/Adaptability)

Areas to Cover

Preferred communication methods and why
Adapting to others' preferences
Communication during urgent situations
Documentation and knowledge sharing
Handling remote vs. in-person communication
Examples of successful communication adaptation

Possible Follow-up Questions

How do you ensure clear communication during urgent situations?
How do you handle communication with remote team members?
What challenges have you faced with team communication?
How do you ensure technical information is shared effectively?

Tell us about a time when you had to manage competing priorities from different stakeholders. How did you handle it? (Prioritization/Stakeholder Management)

Areas to Cover

Situation with competing demands
Process for evaluating priorities
Communication with stakeholders
Negotiation and expectation management
Resolution and results
Lessons about balancing competing needs

Possible Follow-up Questions

How did you communicate your decisions to the stakeholders?
What factors did you consider when prioritizing?
How did you handle any pushback or disagreement?
What would you do differently next time?

Describe a situation where you had to go above and beyond your normal duties to support your team or users. (Team Orientation/Service Mindset)

Areas to Cover

Circumstances requiring extra effort
Decision to take on additional responsibility
Actions taken beyond normal duties
Impact on team or users
Recognition or feedback received
Personal satisfaction and learning

Possible Follow-up Questions

What motivated you to go the extra mile?
How did you balance these additional responsibilities with your normal workload?
How did this experience affect your approach to teamwork going forward?
What did you learn about yourself through this experience?

How do you stay updated on new technologies, and how have you shared that knowledge with your team? (Continuous Learning/Knowledge Sharing)

Areas to Cover

Learning methods and resources
Time management for professional development
Approach to evaluating new technologies
Knowledge sharing techniques
Teaching or mentoring experiences
Balancing innovation with stability

Possible Follow-up Questions

How do you decide which new technologies are worth learning?
What's your approach to teaching technical concepts to others?
How have you implemented new technologies in previous roles?
How do you balance staying current with daily responsibilities?

Interview Scorecard

Team Collaboration

0: Not Enough Information Gathered to Evaluate
1: Prefers working independently; limited collaboration experience
2: Basic collaboration skills but may not actively contribute
3: Effectively works with others and contributes positively to team efforts
4: Exceptional collaborator who elevates team performance and builds strong relationships

Coachability

0: Not Enough Information Gathered to Evaluate
1: Defensive about feedback; resistant to suggestions
2: Accepts feedback but may not actively implement changes
3: Openly receives feedback and demonstrates willingness to improve
4: Actively seeks feedback and shows exceptional growth mindset

Communication Style

0: Not Enough Information Gathered to Evaluate
1: Communication style likely to create friction or misunderstandings
2: Basic communication skills but limited adaptability
3: Effective communicator who adapts well to different team members
4: Outstanding communication skills with exceptional ability to connect with diverse styles

Cultural Fit

0: Not Enough Information Gathered to Evaluate
1: Values or work style misaligned with team culture
2: Some alignment but potential areas of friction
3: Good alignment with team values and work approach
4: Exceptional fit who would enhance and strengthen team culture

Knowledge Sharing

0: Not Enough Information Gathered to Evaluate
1: Keeps knowledge to themselves; limited experience sharing expertise
2: Will share knowledge when asked but not proactively
3: Regularly contributes to team knowledge and supports others' learning
4: Exceptional at creating learning opportunities and elevating team knowledge

Reduce average ticket resolution time by 15% within six months

0: Not Enough Information Gathered to Evaluate
1: Teamwork approach unlikely to contribute to efficiency
2: May contribute modestly to team efficiency
3: Collaborative style likely to support achieving the 15% target
4: Would significantly enhance team efficiency beyond the 15% target

Maintain a minimum 90% user satisfaction rating

0: Not Enough Information Gathered to Evaluate
1: Interpersonal approach unlikely to satisfy users consistently
2: Basic service skills but may struggle in team support context
3: Team-oriented approach likely to maintain 90% satisfaction
4: Would elevate team service levels well above 90% satisfaction

Create or update at least 5 user documentation guides per quarter

0: Not Enough Information Gathered to Evaluate
1: Unlikely to contribute significantly to documentation efforts
2: Would create basic documentation when required
3: Likely to meet documentation targets collaboratively
4: Would exceed documentation targets and improve team practices

Team Fit Recommendation

1: Strong No Hire - Significant concerns about team integration
2: No Hire - Some fit issues that could impact team effectiveness
3: Hire - Good fit with team dynamics and culture
4: Strong Hire - Exceptional fit who would enhance team functioning

Technical Lead Interview (Optional)

Directions for the Interviewer

This optional interview is designed for candidates who have performed well in previous rounds and would benefit from a more in-depth technical assessment with a senior IT staff member. Your goal is to evaluate the candidate's technical depth, problem-solving approach for complex issues, and potential for growth within the IT organization.

Focus on more advanced technical scenarios that might occasionally arise in the role, their approach to learning new technologies, and their understanding of IT best practices. This interview should be tailored to your specific technical environment and the candidate's background.

This interview should take approximately 45-60 minutes, with time reserved for candidate questions. Remember that while this is a more advanced technical assessment, the primary role is still IT Support Specialist, so balance your evaluation accordingly.

Directions to Share with Candidate

"In this conversation, we'll explore your technical knowledge and approach in greater depth. I'll ask about more complex scenarios you might encounter, your understanding of best practices, and how you approach technical learning and growth. This is also an opportunity for you to ask more detailed questions about our technical environment and the role. The goal is to understand both your current capabilities and your potential for growth in our organization."

Interview Questions

Describe the most complex or challenging technical environment you've supported. What made it complex, and how did you approach supporting it? (Technical Depth)

Areas to Cover

Technical components and systems involved
Scale and scope of the environment
Key challenges in providing support
Strategies for managing complexity
Documentation and knowledge management
Lessons learned about supporting complex environments

Possible Follow-up Questions

How did you prioritize learning about the different systems?
What tools or methods helped you manage the complexity?
How did you handle situations where systems interacted in unexpected ways?
How did you document complex systems for other team members?

Tell me about a time when you needed to escalate an issue to senior technical staff. How did you determine it needed escalation, and what information did you provide? (Escalation Judgment)

Areas to Cover

Issue assessment and troubleshooting steps taken
Decision process for escalation
Information gathered before escalation
Communication with the senior technical staff
Collaboration during resolution
Learning from the escalated issue

Possible Follow-up Questions

What criteria did you use to determine escalation was necessary?
How did you document your troubleshooting steps?
How did you follow up after escalation?
What did you learn that prevented similar escalations later?

How do you approach security in your IT support role? Give examples of how you've addressed security concerns or educated users about security best practices. (Security Awareness)

Areas to Cover

Understanding of security principles
Day-to-day security practices
User education approaches
Incident response experience
Balancing security with usability
Staying current on security threats

Possible Follow-up Questions

How do you handle suspected security incidents?
What methods have you found effective for user security education?
How do you balance security requirements with user convenience?
How do you stay informed about emerging security threats?

Describe a situation where you had to support a system or technology you weren't familiar with. How did you approach it? (Technical Learning)

Areas to Cover

Initial assessment of knowledge gap
Resources used to gain necessary knowledge
Methodical approach to unfamiliar systems
Communication with users during the process
Resolution and verification
Documentation for future reference

Possible Follow-up Questions

What was most challenging about this situation?
What resources were most helpful in learning the new system?
How did you communicate with users while you were still learning?
How did you document what you learned for future use?

What approach do you take to creating documentation for technical procedures or user guides? Share an example of documentation you've created that was particularly effective. (Knowledge Management)

Areas to Cover

Documentation philosophy and approach
Target audience considerations
Tools and formats used
Balance of detail and usability
Maintenance and updating process
Feedback and improvement

Possible Follow-up Questions

How do you determine the right level of detail for different audiences?
What tools or methods do you use to create visual elements?
How do you ensure documentation stays current?
How do you measure documentation effectiveness?

How do you approach implementing system changes or updates that might impact users? Give an example of a significant change you helped implement. (Change Management)

Areas to Cover

Planning and preparation process
Risk assessment and mitigation
User communication strategy
Testing procedures
Implementation process
Post-implementation support
Lessons learned

Possible Follow-up Questions

How did you identify potential risks before implementation?
How did you communicate the change to affected users?
What contingency plans did you have in place?
What would you do differently next time?

Interview Scorecard

Technical Depth

0: Not Enough Information Gathered to Evaluate
1: Limited understanding of technical concepts beyond basics
2: Moderate technical knowledge but gaps in important areas
3: Strong technical foundation with good understanding of complex systems
4: Exceptional technical depth across multiple domains

Problem-Solving Approach

0: Not Enough Information Gathered to Evaluate
1: Simplistic approach to complex problems; relies heavily on escalation
2: Can solve moderately difficult problems but may miss efficiencies
3: Methodical approach to complex issues with good results
4: Sophisticated problem-solving with creative solutions to difficult challenges

Security Awareness

0: Not Enough Information Gathered to Evaluate
1: Limited security knowledge or inconsistent security practices
2: Basic security awareness but may miss nuanced considerations
3: Strong security mindset with consistent application of best practices
4: Exceptional security awareness with proactive risk identification

Technical Learning Ability

0: Not Enough Information Gathered to Evaluate
1: Slow to adapt to new technologies; relies on familiar solutions
2: Can learn new technologies but requires significant time and guidance
3: Effectively learns and applies new technical knowledge
4: Exceptional learning agility with rapid mastery of new technologies

Documentation Quality

0: Not Enough Information Gathered to Evaluate
1: Creates minimal or ineffective documentation
2: Basic documentation that meets fundamental needs
3: Clear, thorough documentation appropriate for the audience
4: Exceptional documentation that enhances team knowledge and user experience

Reduce average ticket resolution time by 15% within six months

0: Not Enough Information Gathered to Evaluate
1: Technical approach unlikely to improve resolution efficiency
2: May achieve modest improvements in efficiency
3: Technical skills likely to achieve the 15% reduction target
4: Advanced technical approaches likely to exceed the 15% target significantly

Maintain a minimum 90% user satisfaction rating

0: Not Enough Information Gathered to Evaluate
1: Technical communication approach unlikely to satisfy users
2: Basic service but may struggle with technical explanations
3: Technical communication likely to maintain 90% satisfaction
4: Exceptional technical service likely to exceed 90% satisfaction

Create or update at least 5 user documentation guides per quarter

0: Not Enough Information Gathered to Evaluate
1: Documentation approach unlikely to meet quantity or quality targets
2: Basic documentation skills but may not meet all targets
3: Documentation approach likely to meet quarterly targets
4: Advanced documentation skills likely to exceed targets significantly

Technical Lead Interview Recommendation

1: Strong No Hire - Significant technical limitations for the role
2: No Hire - Technical skills below requirements for success
3: Hire - Demonstrated technical capabilities required for the role
4: Strong Hire - Exceptional technical capabilities beyond requirements

Debrief Meeting

Directions for Conducting the Debrief Meeting

The Debrief Meeting is an open discussion for the hiring team members to share the information learned during the candidate interviews. Use the questions below to guide the discussion.

Start the meeting by reviewing the requirements for the role and the key competencies and goals to succeed.

The meeting leader should strive to create an environment where it is okay to express opinions about the candidate that differ from the consensus or from leadership's opinions.

Scores and interview notes are important data points but should not be the sole factor in making the final decision.

Any hiring team member should feel free to change their recommendation as they learn new information and reflect on what they've learned.

Questions to Guide the Debrief Meeting

Question: Does anyone have any questions for the other interviewers about the candidate?

Guidance: The meeting facilitator should initially present themselves as neutral and try not to sway the conversation before others have a chance to speak up.

Question: Are there any additional comments about the Candidate?

Guidance: This is an opportunity for all the interviewers to share anything they learned that is important for the other interviewers to know.

Question: Is there anything further we need to investigate before making a decision?

Guidance: Based on this discussion, you may decide to probe further on certain issues with the candidate or explore specific issues in the reference calls.

Question: Has anyone changed their hire/no-hire recommendation?

Guidance: This is an opportunity for the interviewers to change their recommendation from the new information they learned in this meeting.

Question: If the consensus is no hire, should the candidate be considered for other roles? If so, what roles?

Guidance: Discuss whether engaging with the candidate about a different role would be worthwhile.

Question: What are the next steps?

Guidance: If there is no consensus, follow the process for that situation (e.g., it is the hiring manager's decision). Further investigation may be needed before making the decision. If there is a consensus on hiring, reference checks could be the next step.

Reference Checks

Directions for Conducting Reference Checks

Reference checks are a critical final step in validating your assessment of the candidate. When done properly, they can provide valuable insights into the candidate's past performance, work style, and potential for success in your organization.

Before calling references:

Request at least 2-3 professional references from the candidate, preferably direct supervisors or colleagues from recent positions
Ask the candidate to inform their references that you'll be contacting them
Prepare specific questions based on any areas you want to verify or explore further

During the reference call:

Introduce yourself and explain the purpose of the call
Verify the reference's relationship with the candidate
Assure the reference of confidentiality
Ask open-ended questions and allow time for detailed responses
Listen for tone and hesitations as well as the content of responses

These reference checks can be repeated with multiple references using the same questions. Document each conversation thoroughly for comparison.

Questions for Reference Checks

How do you know [Candidate Name], and how long have you worked together?

Guidance: Establish the context and nature of the relationship. Determine whether this is a direct supervisor, peer, or other professional relationship. The length and recency of the relationship impacts how relevant the feedback may be.

Can you describe [Candidate Name]'s primary responsibilities in their role?

Guidance: Verify that the candidate's description of their role aligns with the reference's understanding. Listen for mention of technical support, user interaction, troubleshooting, and other relevant responsibilities.

How would you describe [Candidate Name]'s technical troubleshooting abilities? Can you provide a specific example of a complex problem they resolved?

Guidance: Listen for concrete examples that demonstrate systematic problem-solving, technical knowledge, and persistence. Note whether the reference can readily provide specific examples or speaks in generalities.

How effectively did [Candidate Name] communicate technical information to non-technical users?

Guidance: This question addresses a critical skill for IT Support Specialists. Look for examples of patience, clarity, and the ability to translate complex concepts into understandable terms.

How did [Candidate Name] handle stressful situations or difficult users?

Guidance: Service orientation is key for this role. Listen for examples of empathy, patience, and the ability to maintain composure under pressure.

What would you say are [Candidate Name]'s greatest strengths and areas for development?

Guidance: This provides a balanced perspective. Pay attention to whether the areas for development would impact their ability to perform in your specific environment.

On a scale of 1-10, how likely would you be to hire [Candidate Name] again if you had an appropriate position? Why?

Guidance: This forces a numerical rating and rationale that can be compared across references. Ask follow-up questions about the rating to understand the reasoning.

Reference Check Scorecard

Technical Proficiency

0: Not Enough Information Gathered to Evaluate
1: Reference indicates significant technical limitations
2: Reference describes adequate but not exceptional technical skills
3: Reference confirms strong technical abilities with good examples
4: Reference enthusiastically praises exceptional technical capabilities

Problem-Solving Ability

0: Not Enough Information Gathered to Evaluate
1: Reference indicates ineffective or disorganized problem-solving
2: Reference describes basic problem-solving but with limitations
3: Reference confirms effective, methodical problem-solving approach
4: Reference provides examples of outstanding problem-solving skills

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Reference indicates communication difficulties or limitations
2: Reference describes adequate but sometimes inconsistent communication
3: Reference confirms clear, effective communication with users
4: Reference enthusiastically praises exceptional communication abilities

Service Orientation

0: Not Enough Information Gathered to Evaluate
1: Reference indicates limited patience or empathy with users
2: Reference describes adequate but sometimes strained user interactions
3: Reference confirms consistent positive service approach
4: Reference provides examples of outstanding service delivery

Reliability & Teamwork

0: Not Enough Information Gathered to Evaluate
1: Reference indicates inconsistent reliability or teamwork issues
2: Reference describes adequate but not exceptional reliability/teamwork
3: Reference confirms dependable performance and positive team contribution
4: Reference enthusiastically praises exceptional reliability and teamwork

Reduce average ticket resolution time by 15% within six months

0: Not Enough Information Gathered to Evaluate
1: Reference feedback suggests unlikely to improve resolution times
2: Reference indicates potential for modest improvement
3: Reference suggests candidate likely to achieve the 15% target
4: Reference confirms exceptional efficiency likely to exceed the target

Maintain a minimum 90% user satisfaction rating

0: Not Enough Information Gathered to Evaluate
1: Reference feedback suggests user satisfaction challenges
2: Reference indicates acceptable but inconsistent user satisfaction
3: Reference suggests candidate likely to maintain 90% satisfaction
4: Reference confirms exceptional service likely to exceed 90% satisfaction

Create or update at least 5 user documentation guides per quarter

0: Not Enough Information Gathered to Evaluate
1: Reference indicates limited documentation skills or interest
2: Reference suggests basic documentation abilities
3: Reference confirms documentation skills likely to meet targets
4: Reference describes exceptional documentation capabilities

Frequently Asked Questions

What's the best approach to evaluating technical skills during the IT Support Specialist interview process?

Technical skills are best evaluated through a combination of targeted questions and hands-on exercises. The Technical Skills Assessment in this guide provides practical scenarios that simulate real-world support situations. Focus on observing the candidate's methodical approach to troubleshooting rather than just their knowledge of specific technologies. For additional guidance, check out our article on how to conduct a job interview.

How important are soft skills compared to technical skills for IT Support Specialists?

While technical proficiency is essential, soft skills like communication, empathy, and patience are equally crucial for IT Support Specialists. They interact with users at all technical levels and often during stressful situations. The best candidates demonstrate both technical aptitude and excellent interpersonal skills. The Competency Interview in this guide specifically evaluates these critical behavioral competencies.

Should we prioritize candidates with specific certifications?

Certifications can provide a baseline of technical knowledge but shouldn't be the primary hiring criteria. Focus on demonstrated troubleshooting abilities, communication skills, and service orientation. Some excellent support specialists may have equivalent experience rather than formal certifications. Consider certifications as one data point among many rather than a requirement.

How can we assess whether a candidate will fit well with our IT team culture?

The Team Fit Interview provides an opportunity to evaluate cultural alignment. Involve current team members in this interview to assess team dynamics. Pay attention to the candidate's collaboration style, communication approach, and responses to questions about teamwork and handling feedback. A candidate's questions about the team can also reveal their priorities and values.

What if a candidate has limited professional IT support experience?

For candidates with limited professional experience, focus more on their problem-solving approach, communication skills, and eagerness to learn. Look for transferable skills from other roles or personal projects that demonstrate technical aptitude. The Technical Skills Assessment will reveal their capabilities regardless of formal experience. Consider whether your team has the capacity to provide mentorship to a promising but less experienced candidate.

How should we handle reference checks if the candidate is currently employed?

Respect the candidate's current employment situation by being discreet and flexible with reference checks. You might ask for references from previous employers or colleagues rather than current supervisors. Alternatively, consider accepting references from current coworkers who aren't in a supervisory role. The key is obtaining honest feedback from someone who has worked directly with the candidate.