Interview for IT support helpdesk 1

[tanner775]

Ok so, I am pretty nervous about tomorrow. I have an interview for entry level position for an IT helpdesk for my local power company. I would only be dealing with internal endpoint users within the company and not external customers. The company uses windows XP pro and some 3rd party application for IT security called "SAMIAM". Anyway... I have been with power company for over 2 years now as a CSR (customer service rep) answering calls for customers who have questions regarding billing and such. I am now trying to get my foot in the door of the IT dept. of this company and this is my shot. I don't have a degree but, I have taken IT classes and will soon attempt to get a A+, MCDST, and HDI and soon later a MCE certification.

They said the interview will be an hour long with a 30min hands-on test after...

Anyone work in this field that can provide some insight as to what to expect?

Thanks,

 

[Genny]

About 95% of the job is resetting passwords, I can tell you that much. Just be personable in the interview...the majority of companies don't really care how much you know currently but how trainable you are. I wouldn't expect to get moved up the ranks at a help desk, as it's pretty much a grave yard these days (not to demotivate you). Use it only as a stepping stone to move to another company in a year.

As far as degrees go, I can only think of two other people in IT at my company of 22,000 employees that have degrees, with those two being directors.

 

[vvhocare5]

What I look for is integrity and honesty. Can I trust you to do the right thing when Im not looking right at you. Can I trust you to keep the company running by supporting the office staff? The last thing I want to do is to tell you to do everything or to smooth over annoyed office staff because you upset them.

You need to know what to do obviously, but show me there is someone home. I say that because I interview lots of IT and engineering people. Lots of smart people out there but a lot are simply not worth my time.

You have to realize the interviewer is talking to a bunch of people and they are looking for that spark, calmness under fire (if you are rattled by an interview the job is 10x times worse), the ability to solve issues, and some personality....

Its tough but good luck

 

[CompTIA_Rep]

I also recommend that if you find they ask a technical question you don't know, don't say "i dont know" and leave it at that.

A great answer would be
"I am not familiar with that specific issue but I would troubleshoot it by doing xyz"

The better IT companies will interview not only for memorized skills, but for critical thinking, which I find more important then knowing the answer (in many cases, it won't compensate for not knowing the basics).

Good luck and don't be nervous!