desktop support

[imported_JFG]

I'm responsible for hiring an Intern and am looking for some good general desktop support questions. I can come up plenty of AD, Group Policy, exchange, SQL and networking questions. I'm drawing a blank on desktop support though

 

[Smilin]

Sysprep/Riprep procedures. Where is sysprep found? yada yada

How do you migrate a user to a new PC and keep settings?

Hit some common command line. I wouldn't expect someone to memorize cacls syntax but they should know enought to /? it .

Not sure what all you are looking for in a desktop guy. If it's some $ per hour thing I wouldn't expect much more besides familiarity installing apps and such.

Printing questions are probably a good idea. Most desktop dudes handle that crap a lot.

 

[nweaver]

knowledge is not what is needed, but good skills at troubleshooting and finding answers. look at 5 step troubleshooting as a base (used when I was a desktop guy) and go over steps to solve simple problems.

 

[Brazen]

Originally posted by: nweaver
knowledge is not what is needed, but good skills at troubleshooting and finding answers. look at 5 step troubleshooting as a base (used when I was a desktop guy) and go over steps to solve simple problems.

ditto. Maybe, ask things like "A computer will not turn on what do you do?"

1. check is it just the monitor or the tower
2. check for power plugged in
3. check for outlet power
4. replace power supply
5. yada yad yada how ever far you want them to go
...
6. profit?

eg. If their first answer is "replace the motherboard" they may not be the most efficient at desktop support. If their first answer is "set it on fire" they may be fun to have around.

 

[imported_JFG]

good stuff. thanks

 

[nweaver]

Really, the steps they would do, should ONLY come after true troubleshooting (like the standard 5 step stuff). They should know what they are working on, they symptoms, and other relevant info before beginning ANY troubleshooting. If someones PC doesn't turn on, and I don't know what it is/if it's ever worked/what "Doesn't turn on" means to that person, then I'm going to waste a lot of time.

 

[Seeruk]

There is no point asking direct questions about subject matter because anyone can memorise a book.

What makes a good desktop support person is someone with the troubleshooting skills even if they don't have the 'book knowledge'

My questions for support people are generally scenarios that have happened at my site in the last 2-3 years. You know the really nasty ones, or those that were difficult to pin down. Someone with the wherewithall to get to the bottom of such issues is the one you are after. I have great support staff, but one guy in particular has no IT qualifications, no MSCE/A+/CISCO or any crap like that... but he is always the 1st guy the rest(supposedly more qualified) ask for advice on an issue.