Help Desk Technician Interview Questions [Updated 2025]

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Whether you are preparing to interview a candidate or applying for a job, review our list of top Help Desk Technician interview questions and answers.

Why are you interested in working as a help desk technician? See answer
Do you want to work as a help desk technician in the long term? See answer
What do you think the daily duties of a help desk technician are? See answer
How do you ensure you remain competitive despite the diversified change in technology? See answer
What experience do you have as a help desk technician? See answer
Can you explain what BIOS is and when you may need to use it? See answer
How long should a phone call last when helping a customer? See answer
If a customer calls complaining that their PC is slow, how would you respond? See answer
How would you deal with a stubborn or challenging customer? See answer
How frequently do you visit tech sites? See answer
Have you successfully provided remote support before? See answer
How would you describe a technical solution to a customer with no technical ability? See answer
How would you gauge your writing skills? See answer
What would you do if you arrive at your workstation and the computer won’t turn on?
What’s your process for responding to a customer’s request for a replacement for a broken product?

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Hire your next Help Desk Technician today.

Hire your next Help Desk Technician today.

Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines

15 Help Desk Technician Interview Questions and Answers

Why are you interested in working as a help desk technician?

Finding a passionate, results-driven, and experienced help desk technician is paramount. It's important to evaluate each applicant to ensure they demonstrate a passion for their future role. Look for truthful answers that demonstrate an understanding of the position.

What to look for in an answer:

Problem-solving skills
Passion and enthusiasm towards the job
Knowledge of addressing technical issues

Example:

"I've been passionate about solving computer issues since I was young. I was inquisitive about technical issues and how they work. Working as a help desk technician helps me refine my technical skills."

Do you want to work as a help desk technician in the long term?

Finding a suitable candidate for your organization can require significant resources. It's important to look for a candidate with promising future prospects to avoid the cycle of hiring and rehiring. Look for a candidate who shows promise of working for your organization for at least a few years.

What to look for in an answer:

Desire to grow professionally
Alignment with your company's goals
Ready to learn and adapt to the culture of your company

Example:

"I would love to grow with this company. I believe in your company's vision and mission, and I believe my skill set supports its goals. As I continue to develop my skills, I hope to earn a promotion within the next five years."

What do you think the daily duties of a help desk technician are?

A help desk technician provides technical support on the phone, by email, or in person. They should respond to customers' queries and provide technical assistance. The question aims at analyzing whether the candidate understands the vital roles of the job.

What to look for in an answer:

Technical understanding of the job role
Ability to offer the right technical assistance to the customers
Knowledge of hardware and software systems

Example:

"In my current position, I primarily assist customers via email and online chat. I also have experience resolving issues in person and over the phone. I analyze each issue to assist with troubleshooting or provide other recommendations."

How do you ensure you remain competitive despite the diversified change in technology?

New methods of technical assistance continue to emerge. It's essential to select a candidate who's conversant with the changes. The aim of this question is to evaluate a candidate's commitment to professional development.

What to look for in an answer:

New certifications the candidate has or is pursuing
Willingness to learn and adopt new methods
Drive and self-discipline

Example:

"I recently earned my CompTIA A+ certification. I'm currently researching my next certification to pursue within the next six months. Also, I try to attend at least one IT workshop each month to develop new skills and connect with other professionals."

What experience do you have as a help desk technician?

The candidate should provide a broad and in-depth understanding of the industry and their role as a help desk technician. The aim of this question is to understand how they could integrate into your organization. Look for specific examples of how they could improve your business operations.

What to look for in an answer:

Knowledge about the industry
Relevant experience
In-depth understanding of the role

Example:

"In the last five years, I've worked in a technical support position for a micro-financing organization. The organization used a variety of systems in their locations, creating issues during deployment. However, I researched system options and led an upgrade implementation project that reduced deployment issues by 90%."

Can you explain what BIOS is and when you may need to use it?

Basic input and output system, or BIOS, is integral in any organization. It helps in troubleshooting hardware during installation on a PC. Ensure the candidate comprehensively understands external issues due to program malfunctions and how to handle them.

What to look for in an answer:

Basic understanding of BIOS
Relevant technical knowledge
Ability to handle software and hardware technicalities

Example:

"BIOS refers to basic input and output systems. Some clients have issues between their PC's booting process and installation processes. When this happens, I help them navigate BIOS so they can install their hardware successfully."

How long should a phone call last when helping a customer?

Each company has its own metrics concerning the phone call length. This question assesses the candidate's approach to customer service and their ability to resolve issues efficiently. Use this question to evaluate their experience and their commitment to certain standards.

What to look for in an answer:

Customer service skills
Problem-solving skills
Communication skills

Example:

"Customers are busy, so I try to resolve their issues quickly and limit my phone conversations to five minutes. However, I'm always happy to talk longer if needed. My goal is to resolve their issues and ensure their satisfaction."

If a customer calls complaining that their PC is slow, how would you respond?

Resolving slow PC complaints is a common responsibility for help desk technicians. This question assesses a candidate's experience with handling these issues and their approach to resolving them. Encourage them to share a specific example with you.

What to look for in an answer:

In-depth understanding of causes of slow PCs
Problem-solving skills
Understanding of computer programs

Example:

"My first step is determining what's slowing down the computer. I typically ask the customer if there are repairs or updates available on the computer and recommend fixing those. If this doesn't work, I ask customers if they experience issues when working with specific applications to help identify the potential cause."

How would you deal with a stubborn or challenging customer?

Help desk technicians often assist frustrated clients. It's important for them to know how to resolve issues for a variety of customers professionally. This question assesses a candidate's ability to maintain professionalism, especially when handling challenges.

What to look for in an answer:

Ability to handle difficult situations calmly
Professionalism in stressful situations
Customer service skills

Example:

"I understand the customers who call me often feel frustrated and want a quick solution for their problems. I maintain a positive attitude and emphasize my commitment to helping them find a solution. This often helps diffuse tense situations."

How frequently do you visit tech sites?

Visiting tech sites helps an employee to be updated about industry updates This helps them develop a comprehensive knowledge about digital changes that may affect your organization. Use this question to assess a candidate's digital skill set.

What to look for in an answer:

In-depth understanding of the recent changes in the tech industry
Knowledge of informative tech sites
Readiness to learn and adopt new changes

Example:

"I love keeping up with the latest tech news. I think it's essential for my job performance. I enjoy reading blogs like Tech News Now and Tech Industry Insights, and I listen to the Breaking Technology News podcast weekly."

Have you successfully provided remote support before?

Working as a help desk technician often involves conducting various remote login processes. It's important for candidates to be comfortable setting up technology and working remotely. Look for candidates who are be familiar with various network monitoring systems and application tools for remote support.

What to look for in an answer:

Understanding of remote support
Ability to handle various application and network monitoring tools
Comfortable working independently

Example:

"In my previous position, I primarily completed my work remotely. I diagnosed and troubleshot various computer problems via a defined internet connection. This allowed me to help customers and other end users resolve computer issues."

What would you do if you arrive at your workstation and the computer won't turn on?

Asking this question helps to evaluate a candidate's critical thinking. The candidate should show an approach to diagnosing the problem. Use this question to assess how they would respond if they're unable to fix the problem.

What to look for in an answer:

Diagnostic abilities
Critical thinking skills
Problem-solving skills

Example:

"This was a common issue for employees at my previous company. My first step is checking the power supply and cables for any issues. If this doesn't resolve the issue, I try to reassign employees to temporary loan computers so they can begin their work while I explore other possible causes."

How would you describe a technical solution to a customer with no technical ability?

A help desk technician should appropriately respond to tech issues, even to customers with little or no tech knowledge. Use this question to assess a candidate's ability to describe tech issues without jargon. Ask them to provide specific examples of how they communicate issues and check for understanding.

What to look for in an answer:

Strong interpersonal skills and understanding of others
Ability to handle nontechnical audience in an appropriate manner
Excellent communication skills

Example:

"It's important to me that customers understand what's happening with their device so they may resolve issues themselves in the future. I try to simplify the language I use, and I often use general metaphors related to everyday life or their specific industry to describe what's wrong. Also, I always check for understanding and encourage them to ask questions."

How would you gauge your writing skills?

Help desk technicians often provide support for software and hardware issues via phone and email. They may write emails, messages, or chats to customers or colleagues, and they may responsible for writing reports or records of issues. The purpose of this question is to assess a candidate's writing skills and proficiency with communication.

What to look for in an answer:

Writing abilities at a professional level
Ability to write and respond to emails
Excellent communication skills

Example:

"In my current position, I dedicate at least half of my day to replying to emails or instant messages from clients. I enjoy this because I feel it allows me to be more thorough with my explanation and provide helpful resources. I also manage my personal records of client issues to share with colleagues."

What's your process for responding to a customer's request for a replacement for a broken product?

Customers may inquire about repairing a broken item or receiving a replacement. It's important for help desk technicians to be familiar with company policy for these requests and how to resolve the issue to ensure customer satisfaction. Use this question to evaluate a candidate's problem-solving and conflict resolution skills.

What to look for in an answer:

Negotiation skills
Knowledge of specific company policies
Commitment to conflict resolution

Example:

"I begin by gathering information about the customer's experience and what may be causing the issue. I emphasize my desire to reach an ideal solution for them. Based on the cause of their problem, I provide information about relevant company policies and the next steps to take."

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