Landing a Desktop Support Job: Skills, Troubleshooting, and OS Knowledge

This guide helps you prepare for a desktop support interview. Learn how to effectively communicate your passion for technology and problem-solving, describe your systematic troubleshooting process, and demonstrate your understanding of operating systems. Ace your next interview!

Desktop Support Engineer Interview Questions

Motivations for a Desktop Support Career

Question 1: Why Desktop Support?

Explain your interest in desktop support, highlighting your passion for technology, problem-solving, and helping people. Frame your answer around your genuine enthusiasm for the work, not just financial motivations.

"I'm drawn to desktop support because I enjoy the challenge of troubleshooting technical issues and helping users solve their problems. I'm passionate about technology and find satisfaction in resolving technical challenges and ensuring users have a positive computing experience."

Troubleshooting Process

Question 2: Troubleshooting Process

Describe your systematic approach to troubleshooting. Highlight your ability to gather information, diagnose problems, implement solutions, and verify results. Emphasize your ability to explain technical issues to non-technical users.

"My troubleshooting process involves gathering information from the user, identifying the problem, testing potential solutions, implementing those solutions, and verifying the fix. If needed, I escalate issues to more senior staff, documenting all steps taken."

Operating Systems

Question 3: What is an Operating System?

An operating system (OS) is the fundamental software that manages computer hardware and software resources. It acts as an interface between the user and the computer's hardware.

Types of Operating Systems

Question 4: Types of Operating Systems

Common OS types for personal computers:

• Windows
• macOS
• Linux

Examples of Operating Systems

Question 5: Examples of Operating Systems

Examples:

• MS-DOS
• Windows (various versions)
• macOS
• Linux (various distributions)
• Android
• iOS

Client vs. Server OS

Question 6: Client vs. Server OS

Differences:

Active Directory

Question 7: Active Directory

Active Directory (AD) is Microsoft's directory service. It manages users, computers, and other network resources, controlling access and permissions.

Domains and Domain Names

Question 8: Domains and Domain Names

A domain name is a human-readable address used to access resources on a network (e.g., websites). It translates to a numerical IP address.

Windows 7 to Windows 10 Upgrade

Question 9: Windows 7 Upgrade

While not mandatory, upgrading from Windows 7 to Windows 10 is recommended because Microsoft no longer provides security updates for Windows 7.

Windows 9

Question 10: Why No Windows 9?

Microsoft skipped Windows 9 to avoid compatibility issues with older applications that might have been expecting a version 9. Windows 10 is a major update and aims to streamline the user experience.

NTLDR Error

Question 11: NTLDR Error

The "NTLDR is missing" error in Windows typically indicates a problem with boot files or BIOS. Troubleshooting often involves checking the BIOS version, repairing boot files, or reinstalling the OS.

Internal vs. External Commands

Question 30: Internal vs. External Commands

Internal commands are built into the operating system; external commands are separate programs.

Semaphores

Question 31: Semaphores

Semaphores are synchronization primitives that control access to shared resources. They're integer variables used to coordinate processes.

Binary Semaphores

Question 32: Binary Semaphores

Binary semaphores have a value of either 0 or 1; they're often used for mutual exclusion.

Belady's Anomaly

Question 33: Belady's Anomaly

Belady's Anomaly is a phenomenon where increasing the number of memory frames allocated to a process can, in some cases, increase the number of page faults.

Starvation

Question 34: Starvation

Starvation is when a process is indefinitely prevented from getting the resources it needs to run.

Aging

Question 35: Aging

Aging is a scheduling technique to reduce starvation by increasing the priority of long-waiting processes.

Match Index and Match Reverse

Question 35: Match Index and Match Reverse

(This question relates to a specific application or tool where these terms would have precise meanings.)

Methods for Obtaining Work from a Workflow System

Question 36: Getting Work from a Workflow System

Two approaches for Blue Prism to retrieve work from a workflow system:

1. Bulk loading all tasks into a queue at once.
2. Adding items to the queue in real time as new tasks arrive.

Free Software Foundation (FSF)

Question 25: FSF

FSF stands for Free Software Foundation.

Counting Lines in a File (Unix/Linux)

Question 26: Counting Lines in a File

The command `wc -l filename` counts the number of lines in a file.

Network Classes

Question 27: Network Classes

Class A networks are used for large networks.

Open Source Software (OSS)

Question 28: OSS

OSS stands for Open Source Software.

`chmod` Command

Question 29: `chmod` Command

The command `chmod u=rwx, g=rw, o=x filename` sets file permissions: read, write, and execute for the user, read and write for the group, and execute for others.

`vi` Editor Commands

Question 30: `vi` Editor Commands

The `e` command in `vi` moves the cursor to the end of a word.

Displaying the Top of a File

Question 31: Displaying the Top of a File

The `head` command displays the beginning of a file.

Copying Files

Question 32: Copying Files

The command `cp chap?? progs` copies all files starting with "chap" followed by two characters to the "progs" directory.

Storage Placement Strategies

Question 33: Storage Placement Strategies

The "best fit" algorithm places a program in the smallest available memory block that's large enough.

Machine Independent Optimization

Question 34: Machine Independent Optimization (PL/I)

(This is a compiler-specific question. It relates to optimizations performed by the compiler that are independent of the target machine architecture.)

Specifying Print Forms (JCL)

Question 35: Specifying Print Forms

Job Control Language (JCL) is used to specify print forms in mainframe environments.

Sentence Ordering

Question 1: Sentence Ordering

(This would involve rearranging the given sentences into a logical paragraph. The provided solution is B (SRQP). A detailed explanation justifying the order of sentences based on the context and flow of information would be provided.)

SRQP

Change of Speech

Question 5: Change of Speech

(This would involve converting direct speech into reported speech. The provided solution is D ("He shouted with delight that India had won the Sahara Cup"). A detailed explanation of the grammatical changes and rules involved in this conversion would be provided.)

D

Completing Statements

Question 8: Completing Statements

(This would involve choosing the phrase that best completes the given sentence based on context. The answer is C ("and make an orphan of himself") because it fits the context and creates a logical and grammatically correct sentence.)

C

Technical Interview Questions

Technical Interview Questions (Examples)

Question 1: Semaphores

Semaphores are synchronization primitives used in operating systems to coordinate processes accessing shared resources. They are integer variables that are protected against race conditions.

Question 2: Synchronization

(This requires a more specific question about synchronization. Synchronization in a broader context would involve techniques used to coordinate processes or threads. Examples would include semaphores, mutexes, monitors, etc.)

Question 3: Virtual Memory

Virtual memory is a memory management technique that provides an illusion of more memory than physically available. It uses secondary storage (disk) to extend the address space. This is a very important topic and must be covered in detail.

Question 4: Paging, Faulting, and Deadlock

(This question would require an explanation of each of these terms in the context of operating systems.)

Question 5: C++ Operator Precedence

Evaluating `a += a + ++a` (assuming `a` is initially 20) would require careful consideration of operator precedence and the pre-increment operator.

++a increments a to 21 before the addition.
a += a + ++a  is equivalent to: a = a + a + 21;
a = 20 + 20 + 21 = 61

61

Troubleshooting the "NTLDR is Missing" Error

Question 11: Troubleshooting the "NTLDR is Missing" Error

The "NTLDR is missing" error in Windows indicates a boot loader issue. Troubleshooting steps:

1. Check Boot Devices: Ensure no non-bootable devices (floppy disks, CDs, external drives) are connected.
2. BIOS Settings: Verify boot order and other BIOS settings are correct.
3. Restore Boot Files: Restore the NTLDR and ntdetect.com files from your Windows installation media.
4. Repair boot.ini: Correctly configure the boot.ini file (if applicable).
5. Repair MBR (Master Boot Record): Repair a corrupted MBR.
6. Reseat Cables: Check internal data and power cables.
7. Repair/Reinstall Windows: Repair the existing installation or perform a clean install.
8. Replace Hard Drive: As a last resort, replace the hard drive.

Networking Concepts

Question 12: Scope and Superscope

A scope in networking defines a range of IP addresses (e.g., a subnet). A superscope combines multiple scopes for easier management.

Default Gateway

Question 13: Default Gateway

A default gateway is a router that forwards traffic outside your local network. It's needed to communicate with devices on other networks.

Need for a Default Gateway

Question 14: Is a Default Gateway Necessary?

No, a default gateway is only needed if your device needs to communicate with devices outside your local network. If your network is isolated and has no internet connection, then a default gateway is not required.

Windows Safe Mode

Question 15: Windows Safe Mode

Windows Safe Mode starts Windows with minimal drivers and services. This is useful for troubleshooting problems that prevent normal booting.

Safe Mode vs. Normal Mode

Question 16: Safe Mode vs. Normal Mode

Differences:

Starting Windows in Safe Mode

Question 17: Starting Windows in Safe Mode

Two methods:

1. Press F8 repeatedly during startup.
2. Use the msconfig utility.

Blue Screen of Death (BSOD)

Question 18: Blue Screen of Death (BSOD)

A BSOD (Blue Screen of Death) indicates a critical system error that caused a crash. Causes include hardware problems, driver issues, and software conflicts. The error code displayed on the screen provides clues about the root cause of the error.

Converting a Basic Hard Disk to Dynamic

Question 19: Converting a Basic Hard Disk to Dynamic

Steps:

1. Open Disk Management (diskmgmt.msc).
2. Right-click the basic disk and select "Convert to Dynamic Disk".

"Windows Cannot Connect to Updates" Error

Question 20: "Windows Cannot Connect to Updates" Error

This error may occur due to missing/corrupted files or disabled update services. You can resolve this by enabling the Windows Update service via the Services application (services.msc) or contacting Microsoft support.

VPN Servers

Question 21: VPN Servers

VPN (Virtual Private Network) servers create secure connections over public networks, protecting data and privacy. VPNs encrypt data and can mask your IP address.

Permissions, Policies, and Rights

Question 22: Permissions, Policies, and Rights

In an Active Directory environment:

• Permissions: Control access to specific files and folders.
• Policies: Apply to containers (domains, OUs).
• Rights: Define user/group access privileges.

Tricky Interview Questions

Tricky Interview Questions (Examples)

Question 22: What's Before You?

The letter 'T' (before 'U' in the alphabet).

Question 23: Overflowing Glass

(This assesses your ability to handle unexpected questions calmly and professionally.)

Question 24: Choosing Passengers

(This assesses your judgment and decision-making skills in a challenging scenario.)

Question 25: Weighing a Fish

A fish has its own scales.

Question 26: Vision, Mission, Goals, Objectives

(This tests your understanding of strategic planning and goal setting.)

Question 27: Writing 23 Using Only 2

22 + 2 / 2 = 23

Question 28: Chickens and Goats

Let c = chickens, g = goats.
c + g = 90  (heads)
2c + 4g = 224 (legs)
Solving these equations: g = 22

22 goats

Question 29: Shopkeeper Puzzle

A barber

Question 30: Nine Children

Five boys and four girls (half are boys).