1. What is the role of IT support in an organization?

Answer: IT support is responsible for maintaining computer systems, providing technical assistance, resolving issues, and ensuring the smooth operation of technology infrastructure.

2. How do you prioritize IT support tickets?

Answer: Prioritize tickets based on urgency and impact on business operations. Critical issues affecting many users or business functions take precedence over minor or isolated problems.

3. What steps would you take to troubleshoot a computer that won’t start?

Answer: Check the power source, ensure the cables are properly connected, test the power button, and listen for any beeps or unusual noises. If necessary, inspect the hardware components like the power supply and RAM.

4. How do you handle a user who reports a slow computer?

Answer: Start by checking the system’s performance (CPU, memory, disk usage), running antivirus scans, clearing unnecessary startup programs, and updating or reinstalling software if needed.

5. What is the ping command, and how is it used?

Answer: The ping command tests the connectivity between your computer and a remote server. It sends ICMP echo requests to the target host and measures the response time.

6. How do you troubleshoot network connectivity issues?

Answer: Check the physical connections, verify the network settings (IP address, gateway), test the connection using the ping command, and review router or switch configurations.

7. What is the Blue Screen of Death (BSOD), and how do you resolve it?

Answer: BSOD is a critical error screen in Windows caused by hardware or driver issues. Resolve it by analyzing the error code, updating drivers, running hardware diagnostics, and checking for software conflicts.

8. What are some common reasons for printer issues, and how do you resolve them?

Answer: Common issues include paper jams, low toner, driver problems, and connectivity issues. Resolve them by clearing jams, replacing toner, reinstalling drivers, and checking network connections.

9. How do you handle a situation where a user’s password has expired?

Answer: Guide the user through the password reset process or reset the password for them using the admin tools in the operating system or directory service.

10. What is the purpose of Active Directory?

Answer: Active Directory is a directory service used by Windows networks to manage user accounts, computers, groups, and access to network resources.

11. How do you manage user permissions on a shared folder?

Answer: Right-click the folder, select “Properties,” go to the “Security” tab, and adjust the permissions for different users or groups according to the organization’s access policies.

12. What is a VPN, and why is it used?

Answer: A VPN (Virtual Private Network) allows secure remote access to a private network over the internet, encrypting data to protect against unauthorized access.

13. How do you troubleshoot software that is not responding?

Answer: Try ending the task using Task Manager, restart the application, check for software updates, and reinstall the software if necessary.

14. What is a trace route, and how is it used in troubleshooting?

Answer: A traceroute command tracks the path packets take to reach a destination, identifying any network bottlenecks or failures along the route.

15. How do you back up data on a Windows computer?

Answer: Use the built-in Backup and Restore tool, create a system image, or manually copy important files to an external drive or cloud storage.

16. What is the purpose of a help desk ticketing system?

Answer: A help desk ticketing system tracks and manages IT support requests, allowing technicians to prioritize, document, and resolve issues efficiently.

17. How do you ensure that sensitive data is protected on a company computer?

Answer: Implement encryption, enforce strong password policies, restrict access to sensitive files, and regularly update antivirus software.

18. What is the difference between a virus, a worm, and a trojan?

Answer: A virus attaches itself to legitimate software and spreads when executed, a worm self-replicates and spreads independently, and a trojan disguises itself as legitimate software to gain access to systems.

19. How do you restore a deleted file in Windows?

Answer: Check the Recycle Bin for the deleted file. If it’s not there, use file recovery software or restore from a backup.

20. What steps would you take to resolve a failed software installation?

Answer: Check system requirements, ensure there’s enough disk space, review error logs, disable antivirus temporarily, and attempt a clean installation.

21. How do you create a new user account in Windows?

Answer: Go to “Settings” > “Accounts” > “Family & other users,” then select “Add someone else to this PC” and follow the prompts to create a new user account.

22. What is the purpose of disk defragmentation?

Answer: Disk defragmentation reorganizes fragmented data on the disk to improve access speed and system performance.

23. How do you troubleshoot email delivery issues?

Answer: Verify the recipient’s email address, check for server issues, review spam/junk folders, and ensure the email client configuration is correct.

24. What is DHCP, and how does it work?

Answer: DHCP (Dynamic Host Configuration Protocol) automatically assigns IP addresses to devices on a network, simplifying the management of IP configurations.

25. How do you handle a hardware failure in a desktop computer?

Answer: Identify the faulty component, test it in another system or replace it with a known good one, and check connections and power supply.

26. What is the purpose of Safe Mode in Windows?

Answer: Safe Mode starts Windows with a minimal set of drivers and services, useful for troubleshooting system issues like software conflicts or driver problems.

27. How do you map a network drive in Windows?

Answer: Open “File Explorer,” right-click “This PC,” select “Map network drive,” choose a drive letter, and enter the network path to map the drive.

28. What is an IP address, and how is it used in networking?

Answer: An IP address is a unique identifier assigned to each device on a network, allowing it to communicate with other devices over the network.

29. How do you secure a Wi-Fi network?

Answer: Secure a Wi-Fi network by using strong WPA3 encryption, setting a strong password, disabling WPS, and hiding the SSID if necessary.

30. What are the steps to take when setting up a new computer for an employee?

Answer: Install the operating system, apply updates, install required software, configure user accounts, set up email and network connections, and ensure security settings are in place.

These questions cover a range of essential IT support topics, making them a valuable resource for readers preparing for IT support interviews.