Real World Scenario Based Top Desktop Support / IT Admin Interview Question Answers

Top 10 Real-World Desktop Support Interview Answers

Scenario 1: Computer Won't Turn On

Diagnosis and Resolution:

• Initial Checks: Ask the user if any recent changes were made or if they noticed odd behavior. Ensure power strip/supply is on.

• Power Checks: Use another power outlet. For laptops, try a different adapter. Look for indicator lights.

• Power Reset: For desktops, unplug power, hold power button 30 seconds, then retry. For laptops, remove battery, perform same step.

• Hardware Checks: Listen for beeps/fans, reseat RAM, and unplug external devices.

• Display Check: Test external monitor, verify connections.

• Advanced: Try another PSU, check BIOS/UEFI, look for diagnostic LEDs.

Scenario 2: No Internet Access

Step-by-Step Troubleshooting:

• Identify if issue is single/multiple devices.

• Check cable, router lights, and restart modem/router.

• Ensure Wi-Fi is enabled and not on Airplane Mode.

• Use another device to isolate issue.

• Use OS network troubleshooter.

• Confirm with ISP for service outages.

• Disable firewall/antivirus temporarily.

• Check IP/DNS settings (should be automatic unless static is used).

• Perform full network reset if required.

Scenario 3: Printer Not Working

Resolution Flow:

• Confirm power and USB/network cable connections.

• Look for error messages and set the correct default printer.

• Restart printer and PC.

• Use Windows/Mac troubleshooting utilities.

• Update/reinstall drivers.

• Ensure wireless printers are connected to right network.

• Clear print queue and restart Print Spooler.

• Use OEM tools (e.g., HP Print Doctor).

Scenario 4: Monitor Shows "No Signal"

Fix Checklist:

• Confirm video cable connections.

• Set correct input source on monitor.

• Reseat the graphics card.

• Swap video cables/ports or monitors.

• Update graphics drivers.

• Test RAM/PSU.

• Reset BIOS/UEFI.

Scenario 5: Computer Is Very Slow

Performance Optimization:

• Ask user when issue began and what changed.

• Reboot and check for background processes.

• Use Task Manager/Activity Monitor for high usage.

• Clear disk space and unnecessary files.

• Disable startup apps.

• Scan for malware.

• Update OS, BIOS, drivers.

• Clear browser cache and temp files.

• Upgrade RAM or switch to SSD.

• Run

  sfc /scannow

  and reset OS as last resort.

Scenario 6: Can't Log Into User Account

Troubleshooting Matrix:

• Incorrect Password: Check caps lock, layout, and reset password.

• Account Locked: Unlock via AD or local command.

• Expired Password: Reset or allow change at login.

• Disabled Account: Re-enable via AD or LUSM.

• Corrupt Profile: Backup, delete profile and recreate.

• Domain Trust Broken: Rejoin domain.

• No Network Access: Check IP, DNS, ping domain.

• GPO Login Restrictions: Use

  gpresult

  or GPMC.

• Corrupted OS Files: Use Safe Mode, run system repair tools.

• License Issues: Use

  slmgr /xpr

  , activate.

• MFA Issues: Reset/reconfigure from admin portal.

• Security Software Conflict: Disable temporarily.

  Scenario 7: Keyboard or Mouse Not Working

  Resolution Guide:

  • Check USB ports, batteries, connections.

  • Re-pair wireless or Bluetooth devices.

  • Clean devices physically.

  • Reboot system.

  • Update/uninstall drivers.

  • Disable accessibility settings.

  • Test on another computer.

  • For laptops, reseat ribbon cable (if safe).

  • Use proper mouse surface.

  • Replace device if none of the above work.

  Scenario 8: Cannot Open Email Attachment

  Checklist:

  • Unsupported file format — install correct software.

  • File association incorrect — reassign default program.

  • File corrupted — ask sender to resend.

  • Antivirus may block — temporarily disable and retry.

  • File too large — ask for smaller version or cloud link.

  • Archived files — unzip first.

  • Email client issues — clear cache, disable plugins.

  • macOS embedding — ask for Win-friendly version.

  • Low disk space — free up space.

  • Try on another device.

  Scenario 9: Application Keeps Crashing

  Step-by-Step Fix:

  • Note errors, logs, symptoms.

  • Try to replicate crash.

  • Reboot system/app.

  • Update app/OS/drivers.

  • Clear cache or reinstall app.

  • Free up RAM and storage.

  • Check internet (for online apps).

  • Analyze crash dumps/logs.

  • Check compatibility, exception handling.

  • Escalate to vendor if unresolved.

  Scenario 10: Cannot Access Shared Network Drive

  Advanced Diagnostic Process:

  • Ask user for error type, and if it worked earlier.

  • Check network connectivity, DNS, and name resolution.

  • Try UNC path

    \\servername\share

    .

  • Re-map using

    net use

    commands.

  • Confirm credentials and user group memberships.

  • Clear Credential Manager entries.

  • Check GPO mappings via

    gpresult

    or

    rsop.msc

    .

  • Confirm server share exists and is online.

  • Use

    net view

    ,

    procmon

    , or DFS tools.

  • As a workaround, provide direct access or escalate.

  Conclusion:

  These real-world desktop support cases cover common yet critical IT issues encountered across enterprise environments. Systematic diagnosis, logical isolation, and tool-based verification are key to successful resolution and effective support delivery.