Please aim to ask 2-3 questions & provide feedback

Utilize the list given + ask a “wild card” question if you would like
Theme: Professional Background & Goals

1. Please walk me through your professional background and experience, and be

sure to highlight any relevant experience for this IT Support role. You can
assume I have a copy of your resume.

2. I see Merit America is on your resume, what can you tell me about the program?
a. Goal: answer focused learning/skills gained versus trying to
explain what Merit America is

3. What are your career aspirations/goals for the next 5-10 years?

4. Why are you interested in IT?

5. What professional accomplishment are you most proud of and how did you
achieve it?

Theme: Professional Communication Scenarios

1. Tell me about a time you had to communicate technical information to a non-

technical audience.

2. Tell me about a time when you were the technical expert of a group. What did
you do to make sure everyone was able to understand you and use the
information in the group setting?

3. Tell me about a time you had a disagreement with your supervisor. How did you
handle the situation?

Theme: IT Support Related Technical Questions

4. What is your favorite operating system and why?

5. Tell me about a technical concept you’ve learned in the Merit America IT

Support program, and assume I am not a technical expert.
 Please aim to ask 2-3 questions & provide feedback
Utilize the list given + ask a “wild card” question if you would like

Theme: Work Style and Preferences

1. Describe your ideal work environment. In what type of work culture do you feel
you perform best?

2. What strategies or tools do you use to keep yourself and your space organized
at work?

3. We all have preferences when it comes to supervisory style and the type of
manager with whom we work most effectively. What type of oversight and
interaction do you prefer from a manager? Why do you feel this helps you work
most effectively?

4. Tell me about a time you had to adapt to a work environment you were not used
to. What did you do to ensure you were productive?

Theme: Adaptability
1. Tell me about a time at work when you were asked to adopt a change with
which you did not agree. What was the situation? Why did you disagree with
the change? What was the ultimate outcome?

2. Tell me about a time you had to work under a lot of pressure. What factors
drove the pressure and how did you respond? What was the result?

3. Describe a time when your team or company was undergoing some change.
How did that impact you, and how did you adapt?

4. Tell me something that is not on your resume.

Theme: Communicating Effectively

1. Tell me about a time when you had a miscommunication with someone. What
happened? What was the resolution?
 Please aim to ask 2-3 questions & provide feedback
Utilize the list given + ask a “wild card” question if you would like
2. Describe a situation that had to be escalated to your manager or another
department. How did you communicate the situation to ensure a resolution
could be found?

3. Tell me about a time you were an excellent communicator in a high-pressure

and/or time-sensitive professional context. What was the situation, who was
involved, and what was the result?

4. Tell me about a time when you varied your communication style to meet the
needs of a particular person or audience. What was your approach? What was
the outcome?
Theme: Delivering Results

1. Tell me about a time when you were assigned an important task at work. How
did you hold yourself accountable to ensure the task was completed on-time
and up to standards? What was the result?

2. Describe a time when you noticed a problem and took the initiative to correct it
rather than waiting for someone else to do it.

3. Tell me about a time when you delivered results despite a challenging

environment or context. What was the situation, your goal, and the results?

4. Tell me about a time you went above and beyond to deliver results for a valued
customer or client. What was the situation, your approach, and the results?
Looking back, what, if anything, would you have done differently?

Theme: Innovation & Creativity

1. Tell me about a creative solution you developed to solve a problem. How did
you develop the solution and what was the result?

2. Tell me about a time when you generated an innovation or idea that was
ultimately unsuccessful. What was the situation? Why didn't the idea work?
What lessons did you take away from the experience?
 Please aim to ask 2-3 questions & provide feedback
Utilize the list given + ask a “wild card” question if you would like
3. Tell me about a time you made a process more efficient. What was your idea
and what was the result?

Theme: Professional Background & Goals

4. I see Merit America is on your resume, what can you tell me about the program?
i. Goal: answer focused learning/skills gained versus trying to
explain what Merit America is

5. What do you see as the next step in your career?

Theme: Relationship Management

1. Tell me about a piece of constructive feedback you’ve received. How did you
respond to the feedback? How have you implemented it since?

2. Give me an example of a time you had to deal with a difficult customer. How did
you handle the situation? What was the outcome?

3. Tell me about a time you worked with a coworker who worked differently than
you. How did you approach the situation and achieve your shared goal?

4. What is your strategy for developing strong professional relationships? How do

you go about developing these relationships? What do you do to sustain and
maintain them over time?

5. How would you handle a conflict with a coworker?

Theme: Customer Service / Client Service Skills

1. Describe a time when it was especially important to make a good impression on

a client. How did you go about doing so? What did the preparation entail? What
were the results of your efforts?
 Please aim to ask 2-3 questions & provide feedback
Utilize the list given + ask a “wild card” question if you would like
2. Describe a time when you had to interact with a difficult customer/client. What
was the situation, and how did you handle it?

3. When you’re working with a large number of customers, it’s tricky to deliver
excellent service to them all. Tell me about a time you effectively prioritized all
your customers’ needs?

Theme: IT Support Related Technical Questions

4. A client comes to you and says they cannot connect to wifi. What are the first 5
steps you would take to figure out the problem?

5. What is your favorite and least favorite technology product and why?

Theme: Time Management

1. Tell me about a time you had to be strategic in order to meet all your priorities
on time and with high quality.

2. Tell me about a time you set a goal for yourself. How did you go about ensuring
that you would meet your objective?

Theme: Professional Background & Goals

3. What are your career aspirations/goals for the next 5-10 years?

4. Why are you interested in IT?

Theme: Motivation and Values

1. Tell me about your proudest professional accomplishment.

2. What is a challenge for you in the workplace?

3. Why are you interested in starting a career in IT?

 Please aim to ask 2-3 questions & provide feedback
Utilize the list given + ask a “wild card” question if you would like

4. Tell me about a time when you saw a problem and took the initiative to correct
it rather than waiting for someone else to do it.

5. Tell me about a time you were able to be creative with your work. What was
exciting or difficult about it? What were the results of your efforts?

Theme: Learning and Quick Thinking

1. Tell me about your greatest strengths in the workplace. When have you
demonstrated these strengths in a professional setting?

2. Give me an example of an assignment or project you’ve worked on recently that

involved learning a new [technical] skill.

3. Tell me about a time you were praised for your quick problem-solving abilities.
What was the situation and what was your solution?

4. Tell me about a time you learned a difficult concept through persistence and
practice. What was the concept and what strategies did you use to master it?

5. I see Merit America is on your resume, what can you tell me about the program?
i. Goal: answer focused learning/skills gained versus trying to
explain what Merit America is

Theme: Going Above and Beyond

1. Tell me about a time you sought out additional responsibility or a special project
at work. What was the situation and what was motivating you?

2. Tell me about a time when you seized an opportunity to solve a problem that
was not in your job description. What was the situation, your role, goal, and
how did you solve the problem?
 Please aim to ask 2-3 questions & provide feedback
Utilize the list given + ask a “wild card” question if you would like

3. Tell me about a time you went out of your way to mentor and support others
get up to speed or learn something new at work.

Theme: Giving and Receiving Feedback

4. Tell me about the best professional feedback you’ve received. Who offered it
and how has it influenced you?

5. Tell me about a time when you did not receive enough feedback on your work.
How did you solicit additional feedback from relevant groups to know that you
were on track?

Theme: IT Support Related Technical Questions

1. What operating system do you prefer and why?

2. Tell me about a technical concept you’ve learned in the Merit America IT

Support program, and assume I am not a technical expert.

3. Tell me about a time you encountered technical information you weren’t familiar
with. How did you clarify and make sense of the information?

4. Your network is experiencing periods of slow response and you are asked to
find a solution. What troubleshooting techniques would you use?

5. I have a machine that won’t power on. What are some potential causes? Explain
how you would correct them?