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Tell me about yourself

“I’m an IT Help Desk Technician at Shield IT. I support user access, documentation, onboarding workflows, and day-to-day IT requests, with a strong focus on clear communication and accurate ticket documentation.”

What kind of help desk experience do you have?

“I support users through access requests, onboarding and offboarding workflows, ticket documentation, and explaining technical issues in simple terms.”

What environments have you supported?

“I’ve supported both Windows and macOS environments using Microsoft 365 tools and internal documentation systems.”

How do you handle non-technical users?

“I focus on clear, simple explanations and make sure users understand what’s happening and what to expect next.”

What tools are you comfortable with?

“I regularly use Microsoft 365 tools like Word, Excel, SharePoint, and Teams, along with ticketing and documentation systems.”

How do you stay organized in a busy help desk?

“I rely on ticket prioritization, accurate documentation, and time management to keep multiple requests moving.”

What experience do you have with documentation?

“I create and maintain process guides, troubleshooting notes, and clear ticket updates so information stays consistent and easy to follow.”

How do you handle onboarding and offboarding?

“I support digital workflows by tracking requests, ensuring steps are followed, and coordinating access changes accurately.”

How do you prioritize tickets?

“I prioritize based on urgency and impact, making sure access or workflow-blocking issues are handled first.”

How do you handle security-related communication?

“I support user awareness around email security and phishing by sharing clear guidance and documenting concerns properly.”

What do you do if you’re unsure how to fix an issue?

“I check documentation, review available information, and escalate when needed with clear notes on what I’ve already done.”

How do you work with other teams?

“I collaborate closely with other teams to ensure information shared with users is accurate and aligned with standards.”

What operating systems are you most comfortable with?

“I’m comfortable supporting both Windows and macOS in a help desk environment.”

How do you ensure accuracy in your work?

“I double-check details, follow established processes, and document everything clearly before closing a ticket.”

What experience do you have with security or labs?

“I’ve completed hands-on labs focused on research, analysis, and clearly documenting findings and summaries.”

How do you handle repetitive or detailed tasks?

“I’m detail-oriented and consistent, especially with documentation, data review, and workflow tracking.”

How do you communicate progress to users?

“I keep tickets updated and communicate clearly so users know the status and next steps.”

What makes you a good fit for help desk?

“I combine strong communication, organization, and documentation skills with real help desk experience.”

What are you looking for in your next role?

“I’m looking to grow in IT support, take on more responsibility, and contribute to a structured help desk team.”

Why should I present you to the client?

“I’m reliable, detail-focused, and already performing help desk work in a real environment. I communicate clearly and document everything.”