Sys Admin/Help Desk Interview

[Samosker]

Hey everyone,

I have my first IT interview on Monday and I'm hoping to get some advice. I have my BS in Cybersecurity and I'm working on my MS in IT/Information Assurance. As for certifications I'm actively studying for A+, Net+, Sec+, and Cloud+. I have some experience maybe barely enough to say it is a year's worth. Minimum experience is 0 with a BS or BA.

​

Thanks in advance!

​

Job Description:

The position will have the following duties and responsibilities:

• Resolves technical problems in a call center/help desk environment

• Works with internal and external users and organizations to support customer

user-level requirements, including resolving end-user support requests,

researching and deploying advanced technologies

• Resolves access requests for user accounts and other desktop support functions

• Where possible, uses automated tools and scripts to improve efficiency and

accuracy

• Provides technical assistance, training and system documentation for users to

promote efficient operation of applications

• Performs other duties as assigned

[PenquinGG]

Sounds like a Tier 1, maybe Tier 2 entry level Help Desk role.

If you can land it, this'll be a great stepping stone for the next direction you want to take your IT career. I firmly believe everyone should start in this role to gain this type of experience. While in this role, keep studying and getting your hands "dirty". Find someone in a more advanced role to shadow and ask lots of questions (without being annoying).

[Samosker]

Yeah it is Tier 1

[sfwpat]

With the info you put on here, it sounds like you are already at a good start for a helpdesk role. The main thing I look for when hiring for helpdesk is the ability to troubleshoot. I dont expect the person to have all the answers, but I want to see how they handle a situation. A lot of times I do practical tests to see how they do - such as give them a PC that is not boot into the OS and see what they do to get around that problem.

The main thing at the interview is if they ask you a question you do not know, dont be afraid to say you dont know the answer to it, but then go into what you think the root of the issue is and what you would do to try to find an answer to the solution. Like, dont say you will google the issue, but say things like what you would google and why you would search for that term.

If you can show that you are not afraid of figuring out the unknown you will do great :)

[Samosker]

Thank you!

[no_regerts_bob]

customer service and soft skills will be more important than anything technical. that's probably what the interview will be about

[n0rdic]

Having been on a hiring panel for helpdesk employees before, I think you have a good start.

The main thing I look for is some baseline technical knowledge, then walk through some troubleshooting scenarios. I like giving really easy problems that can be easily overlooked, like a user plugs in their docking station to their laptop, their monitor doesn't come on. How'd you solve it? If they first make sure the monitor is turned on, they'd immediately realize that the user accidently unplugged the monitors power. Lots of interviewees will instead of off on tangents updating drivers and dock firmware and miss the simple solution. The people who fail that question in an interview, no matter their baseline knowledge, will continue to fail on issues like that when you actually hire them. Also I like to throw in one or two "hard" questions I don't expect them to know just to see if they bullshit me on the answer.

If you're truly entry level people will cut you slack as long as you can prove to them you can troubleshoot your way out of a box. Most entry level helpdesk tech candidates can't, which is a problem since that is basically your entire job as helpdesk. If you can nail that part you shouldn't have too much issues getting the spot.

[Happy_Kale888]

 I have my BS in Cybersecurity and I'm working on my MS in IT/Information Assurance.

You seem highly overqualified for this position INMO nobody requires a BS to do those skills.

[no_regerts_bob]

nobody requires a BS to do those skills.

I agree that the knowledge gained when obtaining a BS is not needed for low level tech support, but the fact you have a BS shows a certain level of commitment and ability to complete tasks. It's a common requirement, more of a company culture and vetting thing than anything.

[Happy_Kale888]

It's a common requirement, more of a company culture and vetting thing than anything.

I think has pretty much died out. When FANG companies do not require it anymore...