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IT Support Troubleshooting

Identifying system problems and determining the solutions needed to address them.
Level 1 Demonstrates introductory understanding, directing people to the appropriate source for further information.

BEHAVIORS

  • Monitors equipment to ensure adherence to maintenance schedules.
  • Identifies basic equipment problems when they occur.
  • Describes the importance of ensuring the quality of products and services.

QUESTIONS

  • Describe a situation where you identified an issue with IT equipment.

Probing Questions

* What was the issue?

* How did you recognize the problem?

* What did you do?

* What was the outcome?

  • Tell us about a situation where you monitored equipment based on maintenance schedules.

Probing Questions

* What was the situation?

* What type of maintenance were you performing?

* What did you do?

* What was the outcome?

Level 2 Applies the competency in common situations that present limited difficulties, working with a moderate level of guidance.

BEHAVIORS

  • Responds to alarm conditions, taking action.
  • Identifies when there is a problem or irregularity, extracting, and reporting relevant information.
  • Identifies the system involved in a given problem with a reasonable degree of accuracy.
  • Identifies the urgency of addressing a given problem and time constraints.
  • Collects data on IT issues, maintaining a record of the data.
  • Resolves issues or problems according to established procedures.

QUESTIONS

  • Describe a situation where you followed standard procedures to resolve an IT issue.

Probing Questions

* What was the issue?

* What did you need to accomplish?

* How did you go about solving the issue?

* What was the outcome?

  • Tell us about a situation where you compiled a report regarding an IT issue.

Probing Questions

* What was the issue?

* What was needed for the report?

* What did you do?

* What was the outcome?

Level 3 Applies the competency in the full range of typical situations, requiring guidance in only the most complex or new situations.

BEHAVIORS

  • Prioritizes assigned issues based on a sound understanding of the impact of each issue on the client community.
  • Gathers additional information as needed through research, observation, and data collection.
  • Evaluates the feasibility of alternative solutions for addressing the problem.
  • Determines the causes of operating errors decides what to do about them and knows when to notify more senior personnel.

QUESTIONS

  • Tell us about a situation where you addressed several concurrent IT support issues.

Probing Questions

* What were the issues?

* What did you need to accomplish?

* What did you do?

* What was the result?

  • Tell us about a situation where you evaluated multiple alternative solutions to an IT support problem.

Probing Questions

* What was the problem?

* What did you need to accomplish?

* What did you do?

* What was the outcome?

Level 4 Applies the competency in new or complex situations and advises others.

BEHAVIORS

  • Selects the best solution among a selection of possible scenarios, refining the solution as required.
  • Recommends corrective action and process modifications as appropriate.
  • Evaluates the effectiveness and efficiency of solutions after they have been implemented in order to improve the efficacy of future troubleshooting.
  • Provides corrective steps to follow for complex cross-platform issues.
  • Implements established troubleshooting, documentation, and client support procedures.

QUESTIONS

  • Please describe a situation where you dealt with complex cross-platform issues?

Probing Questions

* What were the issues?

* What did you need to address?

* What did you do?

* What was the result?

  • Describe a situation where you improved a troubleshooting process.

Probing Questions

* What was the process?

* What did you need to accomplish?

* What did you do to make an improvement?

* What was the outcome?

Level 5 Develops new approaches and methods in the area. Is recognized as an expert within the organization.

BEHAVIORS

  • Addresses complex, high-impact multi-system issues.
  • Addresses pressing corporate systems issues by leading a specialized team of experts.
  • Communicates enterprise-wide systems solutions to others.
  • Identifies the impact of large-scale issues at the corporate level and the impact on business.
  • Develops new troubleshooting methodology and techniques for future implementation.

QUESTIONS

  • Describe a situation where you worked on a large-scale IT issue that impacted the whole organization.

Probing Questions

* What was the issue?

* What did you need to accomplish?

* What did you do?

* What was the result?

  • Describe a situation where you led a specialized team to address an organization-wide IT system issue.

Probing Questions

* What was the issue?

* What did you need to accomplish?

* What did you do?

* What was the outcome?