Top 30 Interview Questions & Answers for IT Support – 2025

Preparing for an IT Support role in 2025? Below is a comprehensive list of the most relevant interview questions, including behavioral, situational, technical, and cultural fit categories. These answers are concise and align with the latest industry practices to help you stand out.

Behavioral Questions

• 1. Tell me about a time you resolved a difficult technical issue for a user.
  A user couldn’t access shared drives after a Windows update. I re-mapped the network paths, updated drivers, and documented the fix for future incidents.
• 2. Describe a situation where you had to explain a technical concept to a non-technical user.
  I explained phishing using simple email scenarios and helped them recognize red flags like suspicious links and poor grammar.
• 3. How do you handle stress during high ticket volume?
  I prioritize based on urgency and impact, use ticketing tools effectively, and communicate clear ETAs to manage expectations.
• 4. Tell me about a time you went above and beyond for a user.
  I stayed after hours to help recover critical files lost before a major presentation, using recovery tools and shadow copies.
• 5. How do you stay organized with multiple ongoing issues?
  I use ticketing systems like Zendesk or Freshdesk, set follow-up reminders, and categorize issues to prioritize recurring problems.

Situational Questions

• 6. A user is angry because their issue hasn’t been resolved. What do you do?
  I listen actively, empathize, explain the delay transparently, and ensure resolution or escalation with follow-up.
• 7. What would you do if a user is locked out of their account?
  Verify identity, reset their credentials through Active Directory, and advise on strong password practices.
• 8. How would you support a remote employee facing connection issues?
  I’d walk them through VPN reconfiguration, run ping/trace tests, and verify DNS or network adapter settings.
• 9. What steps would you take if malware is detected on a company device?
  Disconnect the device, run antivirus and anti-malware scans, assess potential spread, and report the incident.
• 10. How would you train a new employee on IT policies?
  I’d schedule a short onboarding session covering account setup, acceptable use, data backup, and security protocols.

Technical Questions

• 11. What’s the difference between a switch and a router?
  A switch connects devices in a LAN; a router connects different networks and routes data packets.
• 12. How do you troubleshoot a blue screen (BSOD)?
  Note the stop code, check hardware drivers, analyze memory dumps, and test RAM and disk health.
• 13. What tools do you use for remote support?
  TeamViewer, AnyDesk, Remote Desktop, or Chrome Remote Desktop depending on policy.
• 14. How do you handle printer issues?
  Restart spooler service, check connections and drivers, verify queue status, and test from another device.
• 15. What is DHCP and DNS?
  DHCP assigns IP addresses automatically; DNS translates domain names to IP addresses.
• 16. How would you upgrade a user's hardware?
  Assess compatibility, backup data, physically install components, update drivers, and test functionality.
• 17. What is Active Directory used for?
  It manages user authentication, permissions, and access to networked resources in a Windows environment.
• 18. How do you resolve slow computer performance?
  Check startup programs, run malware scans, verify RAM and CPU usage, and clean temp files.
• 19. What’s the purpose of a firewall?
  To filter incoming/outgoing traffic and block unauthorized access.
• 20. How do you back up and restore files?
  Use cloud storage, Windows File History, or third-party tools, and restore via backup snapshots or tools.

Cultural Fit Questions

• 21. Why do you want to work in IT support?
  I enjoy problem-solving, helping people, and continuously learning new technologies.
• 22. How do you handle repetitive tasks?
  I focus on consistency, look for automation opportunities, and maintain a high standard of service.
• 23. What makes good customer service in IT?
  Empathy, clear communication, timely resolution, and proactive follow-ups.
• 24. How do you adapt to new tools and technologies?
  I experiment with them in test environments, read documentation, and take courses when needed.
• 25. What do you do when you don’t know the answer?
  I admit it honestly, research the solution, consult documentation or peers, and respond as soon as I find an answer.
• 26. How do you collaborate with other teams?
  I maintain open communication, document support issues clearly, and follow escalation protocols.
• 27. How do you prioritize IT support tickets?
  Based on severity, user role, business impact, and SLA requirements.
• 28. How do you ensure end-users follow IT policies?
  Through training, awareness campaigns, and consistent enforcement with user-friendly guidance.
• 29. How do you handle feedback from users?
  I take it constructively, follow up for clarity, and use it to improve my support practices.
• 30. What is your approach to continuous improvement?
  I regularly review ticket history, track common issues, and suggest system/process enhancements.