DESKTOP SUPPORT INTERVIEW Flashcards
What is the BIOS
Firmware. Basic Input/Output System. A way to trouble shoot issues sometimes – you can boot and go into the BIOS . It is the built-in core processor software responsible for booting up your system.
What is BSOD and how would you fix it?
It is a critical error that occurs when the operating system can’t function and crashes. Most of the time it is a due to a driver issue, updates that haven’t completed installing, sometimes a USB stick, something unfamiliar to the computer. There is always a stop code which you can look up (or scan QR code) which will tell you what the cause is. In theory. To solve it you’ll restart first which will sometimes fix it, particularly if it is an update issue and other times you’ll have to update drivers. If they have bitlocker, you have to get the recovery key first before you can boot into safe mode. You can also boot into safe mode, select repair menu, and select last good configuration.
User complains that the computer is running very slow. How do you fix it.
Go into task manager to determine if it is a CPU issue – if it’s being maxed ,the memory or the disk. If it is the CPU you can end the task that is maxing it out. If it’s memory, they may have too many windows opened at once. If it’s the disk - too much on computer. They will need to clean up space, dump temp files, defrag the hard drive. Scan for Malware. You can boot to safe mode and run the scan.
What is safe mode
Safe mode is just bare bones boot state of windows with minimal drivers engaged so that it helps with narrowing a specific cause. It doesn’t install the drivers that could be problematic.
How would you handle an angry customer.
The best thing you can do is have empathy and actually listen. Don’t be defensive and honestly don’t necessarily be overly apologetic if it’s something beyond your control. Usually they want you to hear the out. Assure them you’ll do everything in your power to resolve the issue and make it right.
User is finding it difficult to configure a printer on the Network. How can you help them?
First thing is determining whether local or network. If it’s local, make sure they have the correct cable and software (download if necessary), direct user on what port to plug USB into , Make sure they have it plugged with ink and paper. Check for firmware updates if it’s an older printer. Older printers with newer builds can be problematic. If Network, go into devices and printers, if necessary print network configuration page, then manually add the printer with said IP address. Select appropriate drivers if prompted, print a test page.
How do you get the MAC address for a specific NIC?
I usually type getmac /v, which is more concise to the MAC address, or ipconfig /all which has basically all of the network information.
Tell me about a time you figured something out no one else could.
While working at Whole Foods, I had to utilize several different systems for the ordering process so I spent half my time on a computer and using the printers. There was an incident where one of them began garbage printing and they were initially going to open a ticket for IT but I was able to trouble shoot it and found that there was a driver issue and I ran the update which worked. It’s vital that those systems are in place for a multitude of employees so not having to wait made things go much smoother.
Give us an example of a ticket you resolved
I was having connectivity issues after imaging a computer. Had absolutely no connectivity. Went into device manager. Saw bunch of unknown devices. Looked at Hardware IDs which determined what I needed to install. Long story short, I was able to download and install everything that was missing (drivers, etc).
What is your troubleshooting process?
First I ask questions in order to identify the problem in the clearest and most precise manner possible. From there, I’m usually able to come up with a few possibilities and I start with the simplest one first and span out. The key is having the correct information from the user because you can’t always rely on the ticket and even the users sometimes don’t know what they want so you really have to narrow down what the user is asking.
You receive a ticket that your user’s monitor is not working. What do you do?
Check power cable plugged in. If not, swap. If not, plug directly into wall or swap power strip. If Amber light is on it’s almost always a cable or driver issue. Also check the input after going into the monitor’s menu. (Use Jeff as an example. Took laptop off the dock and saw that he had a staggering amount of windows updates that were needed. Once they were installed all was working).
Printer doesn’t work. What do you do?
What do you mean by it doesn’t work? Depending on what it is. Does it need toner? Paper? Is it printing garbage? Is someone else’s job hanging in the queue? If it’s someone’s job you clear it out. Paper jams are a big cause. If you get an error about a maintenance kit it has to be ordered. If it’s a network printer you just put in the IP address into browser and it’ll tell you everything that’s going on assuming it’s online. If it’s not online the IP address may have changed for some reason. Rare, but I’ve seen it happens, just put in the correct one.
What is DHCP?
DHCP stands for dynamic host configuration protocol. It leases IP addresses to the client on your computer. Due to being “dynamic” it changes, vs static which is a constant IP address. Printers or network projectors have static IPS.
What is AD/Active Directory?
Has to do primarily with users and groups. Essentially directory service for windows domain networks. Contains a bunch of users and user objects. The EADS.encads – EADS is a domain (a domain is a group of objects such as users and devices that share the same AD Database) sits within active directory for example which is how we grant access to drives and manage permissions for groups
What’s an OU
Organizational Unit. For example DVR which has access to a specific set of things from within the organization.
