Duke

Tell Me About Yourself

My name is Quentin Givens, and I recently earned my Master's degree in Cybersecurity. While my academic background is in cybersecurity, I've gained hands-on IT support experience through internships and personal technical projects. I've worked with Windows systems, Active Directory, Microsoft 365, printer configuration, device imaging, hardware troubleshooting, and end-user support.

What I enjoy most about IT is helping people solve problems and making technology easier for them to use. Whether it's troubleshooting a printer, setting up a new workstation, or resolving a software issue, I like taking ownership of problems and seeing them through to resolution. I'm looking for an opportunity where I can continue developing my technical skills while providing excellent support to users, which is why I'm excited about this opportunity with Duke

Why Do You Want to Work for Duke School of Nursing?

Duke has an outstanding reputation for both healthcare and education, and I like the idea of supporting an environment where technology directly helps faculty, staff, and students succeed. What stands out to me about this position is that it combines technical troubleshooting with customer service.

I enjoy working directly with users and helping them overcome technical challenges so they can focus on their work. I also appreciate that Duke emphasizes teamwork, documentation, and continuous improvement. I believe this role would allow me to contribute immediately while continuing to grow professionally.

Describe a Time You Helped a Frustrated User

During my IT support experience, I worked with a user who was unable to print important documents before a meeting. They were frustrated because they had already attempted several fixes themselves and were under a time constraint.

I first listened carefully to understand the issue and reassured them that I would work through it with them. I checked the printer connection, verified the printer was online, and confirmed that it was set as the default printer. After troubleshooting the print queue and reconnecting the printer, I was able to restore functionality.

Throughout the process I kept the user informed about what I was checking and why. Once the issue was resolved, I explained what caused the problem and how to avoid it in the future. The user appreciated the communication and the quick resolution.

What Does Excellent Customer Service Mean in IT Support?

Excellent customer service means more than just fixing technical issues. It means listening carefully, communicating clearly, showing patience, and making users feel supported throughout the process.

Many users are already frustrated when they contact IT. I believe it's important to remain calm, explain things in a way they can understand, and keep them informed about progress. Even when an issue can't be resolved immediately, good communication helps build trust and confidence

How Would You Handle a Professor Who Says Nobody Has Fixed Their Issue?

First, I would acknowledge their frustration and let them know I understand how disruptive unresolved technical issues can be.

I would review the ticket history to understand what has already been attempted and gather any additional information needed. If the issue required escalation, I would communicate that clearly and provide realistic expectations regarding next steps.

Most importantly, I would take ownership of the situation by following up regularly until the issue is resolved rather than leaving the user wondering about the status

How Do You Explain Technical Problems to Non-Technical Users?

I avoid technical jargon whenever possible and focus on simple explanations.

For example, instead of saying there is a DNS resolution problem, I might explain that the computer is having trouble finding the location of the website or service it's trying to reach.

My goal is to help users understand what's happening without overwhelming them with technical details. I also encourage questions to make sure they feel comfortable with the explanation.

Tell Me About a Time You Had Multiple Priorities

In IT support, it's common to have several issues occurring at the same time. I prioritize based on business impact and urgency.

For example, if a dean or faculty member cannot access a presentation for an upcoming meeting, that would take priority over a routine software request. Similarly, an account lockout affecting a user's ability to work would generally take priority over a printer issue.

I stay organized by documenting tasks, communicating expected timelines, and updating users regularly so they know their issue is being addressed.

What Information Should Be Documented in a Ticket?

A ticket should include the user's name, contact information, a clear description of the problem, any error messages, troubleshooting steps performed, results of those steps, escalation details if applicable, and the final resolution.

Good documentation helps other technicians understand the issue and creates a useful knowledge base for future troubleshooting.

When Should You Escalate a Ticket?

I would escalate a ticket when the issue falls outside my permissions, requires specialized expertise, impacts critical systems, or when troubleshooting steps have been exhausted without identifying a resolution.

Before escalating, I would document everything I have already tried so the next team can continue troubleshooting efficiently.

A User Says They Cannot Connect to the Internet

My troubleshooting process would be:

1. Determine whether the issue affects one device or multiple users.

2. Verify Wi-Fi or Ethernet connection status.

3. Check IP configuration using ipconfig.

4. Attempt to ping the gateway and external websites.

5. Verify network adapter settings.

6. Restart the network adapter or device if necessary.

7. Check for outages or infrastructure issues.

8. Escalate if the issue appears to be network-related beyond my scope.

Throughout the process, I would keep the user informed about what I am checking.

A User Cannot Print

I would verify the printer is powered on and connected to the network. Next, I would confirm the correct printer is selected and check for error messages.

I would review the print queue for stuck jobs, restart the print spooler if necessary, test connectivity to the printer, and reinstall the printer if needed.

If other users are experiencing the same issue, I would investigate whether it is a larger printer or network problem.

What Is Active Directory?

Active Directory is Microsoft's directory service used to manage users, computers, groups, and security policies within an organization.

IT administrators use Active Directory to create user accounts, reset passwords, manage permissions, organize devices, and control access to resources across the network.

The Dean's Laptop Won't Start Five Minutes Before a Meeting

I would treat the situation as a high-priority issue because it directly impacts business operations.

First, I would quickly check for simple causes such as power issues, docking station problems, or display connectivity. If I couldn't restore functionality immediately, I would focus on providing a workaround, such as setting up a loaner device, helping them access the presentation from another computer, or assisting them in joining the meeting from another device.

My goal would be minimizing disruption while continuing to troubleshoot the root cause.

Why Should We Hire You?

You should hire me because I combine technical knowledge, strong customer service skills, and a genuine desire to help people. My Master's degree in Cybersecurity has given me a solid technical foundation, while my hands-on IT experience has taught me how to troubleshoot issues, communicate effectively with users, and stay calm under pressure.

I'm eager to learn, I take ownership of problems, and I work hard to ensure users have a positive support experience. I believe those qualities would allow me to contribute positively to the Duke School of Nursing team from day one."

These are the types of answers that would sound strong, professional, and realistic for someone with your background rather than sounding overly senior or scripted.

How Would You Keep a User Informed While Waiting for Another Team to Resolve an Issue?

I believe communication is one of the most important parts of IT support. If an issue needs to be escalated, I would explain to the user why it is being escalated, what team is handling it, and what the next steps are.

Even if I don't have a resolution yet, I would provide regular updates so the user knows the issue hasn't been forgotten. I would rather give a quick status update than leave someone wondering what is happening. Keeping users informed helps build trust and reduces frustration.

Have You Used ServiceNow?

I haven't worked extensively with ServiceNow specifically, but I understand the purpose of ticketing systems and have experience documenting issues, tracking resolutions, and prioritizing support requests.

I've learned several technologies independently throughout my education and technical experience, so I'm confident I could quickly learn ServiceNow and become productive with it.

Why Is Documentation Important?

Documentation ensures consistency and efficiency. It allows other technicians to quickly understand an issue, prevents duplicate troubleshooting efforts, and creates a record of what was done.

It also helps identify recurring problems and can be used to create knowledge base articles that improve future support. Good documentation ultimately saves time and improves the quality of service.

A User Cannot Log Into Microsoft 365

I would first determine whether the user is receiving an error message and verify that their username and password are correct.

Next, I would check whether the account is locked, disabled, or experiencing synchronization issues. I would also verify internet connectivity and whether multifactor authentication is functioning correctly.

If needed, I would reset the password, review account permissions, and test access from another device to isolate the problem.

Outlook Is Not Receiving Email

I would first verify that the user has an internet connection and that Outlook is connected to the mail server.

Then I would check whether Outlook is in offline mode, review mailbox storage limits, inspect send/receive settings, and test access through Outlook Web Access.

If necessary, I would repair the Outlook profile or recreate it while documenting all troubleshooting steps.

A Laptop Is Running Very Slowly

I would begin by asking when the issue started and whether any changes were recently made.

I would check system resources such as CPU, memory, and disk usage through Task Manager. I would also review startup programs, available storage space, operating system updates, and antivirus scans.

If hardware appears to be the issue, I would investigate memory or storage health. The goal is to determine whether the slowdown is caused by software, hardware, or user behavior.

A Docking Station Is Not Detecting External Monitors

I've actually dealt with similar situations before.

I would verify physical connections, confirm the monitors are powered on, and test different cables and ports. I would check Windows display settings and ensure the docking station drivers and graphics drivers are up to date.

If necessary, I would reconnect the docking station, reboot the system, and test the monitors individually to determine whether the problem is with the monitor, cable, docking station, or laptop.

A User Forgot Their Password

First, I would verify the user's identity according to company procedures.

Then I would reset the password through Active Directory or the appropriate identity management system, require a password change at next login if applicable, and confirm the user can access their account successfully.

I would also ensure the user understands any password policies and document the request appropriately.

Describe Your Experience Setting Up New Computers

I have experience preparing systems for deployment by installing operating systems, configuring settings, installing required software, joining devices to organizational environments, and verifying functionality.

I've also worked with device imaging, hardware setup, printer configuration, monitor connections, and user account setup to ensure systems are ready for use.

What Hardware Components Have You Worked With?

I've worked with desktops, laptops, monitors, docking stations, printers, keyboards, mice, hard drives, and memory upgrades.

I've also assisted with troubleshooting hardware issues, replacing peripherals, configuring devices, and verifying equipment functionality during deployments.

How Do You Determine Whether an Issue Is Hardware or Software Related?

I start by gathering information about the symptoms and identifying whether the problem follows the user, the device, or a specific application.

For example, if a problem persists across multiple applications, it may indicate a hardware or operating system issue. If it only affects one application, it is more likely software related.

I also use testing and isolation techniques such as swapping devices, testing with another user account, or booting into safe mode to narrow down the cause.

Have You Replaced Hardware Components?

Yes. I've worked with replacing and configuring peripherals such as printers, monitors, keyboards, mice, and storage devices.

I've also assisted with device deployment, hardware troubleshooting, and determining whether equipment should be repaired or replaced based on the symptoms and organizational procedures.

Prioritize These Tickets

1. Printer not working

2. Faculty member locked out of account

3. Student can't connect to Wi-Fi

4. Dean can't access presentation

My priority order would be:

1. Dean can't access presentation

2. Faculty member locked out of account

3. Student can't connect to Wi-Fi

4. Printer not working

I prioritize based on business impact and urgency. The dean's presentation directly affects a meeting or event. The faculty member cannot perform their job if locked out. The student's Wi-Fi issue is important but affects one individual, and the printer issue would be addressed afterward unless it affects a large group."

A User Says Their Issue Is Urgent, But You Have Higher Priority Tickets

I would acknowledge their concern and explain that I understand the issue is important to them.

I would review the issue to determine whether it truly requires immediate attention, communicate realistic expectations, and provide an estimated timeframe. If possible, I would offer temporary workarounds while higher-priority issues are being addressed.

Clear communication helps users feel heard even when immediate resolution isn't possible.

What Strengths Would You Bring to Our Team?

My biggest strengths are troubleshooting, customer service, and adaptability.

I enjoy solving technical problems, but I also understand that supporting users is just as important as fixing technology. I stay calm under pressure, communicate clearly, and take ownership of issues until they're resolved.

I'm also a quick learner and enjoy expanding my technical skills.