Hiring Guide

IT Support Specialist

Specific duties of an IT Support Specialist can vary from business to business — along with factors like company culture, work environment, and team dynamics — it’s vital to tailor any job description and interview content to your company’s needs and expectations.

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IT Support Specialist interview templates

Why you should hire an IT Support Specialist

IT Support Specialists help companies achieve success by analyzing, troubleshooting, and evaluating technology issues. They typically support either internal organizational members or external customers of a company by finding solutions or upgrading computer hardware and software systems.

In this hiring guide, we'll provide everything you need to hire a great IT Support Specialist.

Top 12 skills for IT Support Specialists

Technical Troubleshooting

Critical/Analytical Thinking
Technical Support
Strategic Thinking

Customer Service Orientation

Active Listening
Verbal Communication
Conflict Resolution

System Administration and IT Infrastructure

Systems Monitoring
Operating Systems
Software and Programming Languages

Self-management

Accountability
Multitasking
Organizational Skills

Sample IT Support Specialist job description

IT Support Specialists provide technical support to internal or external stakeholders by analyzing and troubleshooting issues via telephone or web chat applications. They are primarily responsible for giving instructions to customers or employees on how to use various technologies such as business-specific software programs, internet connections, or other household IT products. Their goal is to ensure operational efficiency and optimal use of the relevant hardware or software technologies, to enhance system performance, and to secure data. Doing so requires them to have in-depth knowledge of computer hardware, software, and networks. To be successful, they should also exhibit excellent interpersonal and communication skills for providing support efficiently and effectively to others.

Sample questions for IT Support Specialists

Question 1

One of our core products is [describe core product]. What technical challenges do you anticipate our customers may experience for our this product? Why?

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What does this question reveal?

Candidate is familiar with your company’s technology and ability to troubleshoot for that specific tool

Answer tips

  • Demonstrates knowledge of the product's features, functionality, users, etc.
  • Understands the nature/value of the product and why people use it
  • Prioritizes understanding the customer's vision and goals
  • Suggests relevant challenges applicable to product's usage
  • Suggests potential strategies to limit challenges/obstacles for the product

Question 2

Imagine you and a customer disagree on how to move forward with addressing the customer's issue. How would you handle the situation?

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What does this question reveal?

Candidate has the ability to manage customer issues effectively with ease and empathy

Answer tips

  • Shows they are solution-oriented and can communicate clearly and with empathy
  • Discusses actively listening to the customer's needs and reasoning
  • Discusses analyzing the available information to suggest alternative solutions
  • Discusses focusing on the long-term business goals/strategies of all parties
  • Demonstrates a willingness to compromise to reach an agreement