Onsite Deskside Support (L1/L2) job description, here are the key technical screening questions you can ask candidates:

Basic Experience

How many years of experience do you have in Deskside/Desktop Support?

Have you worked in an onsite corporate IT support setting?

How many users did you support?

Windows & Desktop Support

Which versions of Windows have you supported?

How do you troubleshoot a Windows PC that won't boot?

How do you resolve a slow computer issue?

Hardware & IMAC

What are IMAC activities?

Have you performed hardware replacements such as RAM, SSD, motherboard, or laptop screens?

How do you image a new laptop before handing it to a user?

SCCM / Intune

Have you used SCCM? What tasks did you perform?

Have you worked with Microsoft Intune for device management?

How do you deploy software using SCCM or Intune?

ServiceNow & ITSM

Have you used ServiceNow?

What ticket priority levels have you handled?

What is the difference between an Incident and a Service Request?

Active Directory

What Active Directory tasks have you performed?

How do you unlock a user account or reset a password?

What is the purpose of Organizational Units (OUs)?

Microsoft Office & Email





How do you troubleshoot Outlook when it's not sending or receiving emails?

Have you supported Microsoft 365 applications?

VPN & Remote Support

What VPN clients have you supported?

How do you troubleshoot a VPN connectivity issue?

Which remote support tools have you used?

Printers & Peripherals

How do you troubleshoot a network printer that is offline?

Have you supported scanners, docking stations, monitors, and other peripherals?

Security & Compliance

What antivirus or endpoint security tools have you worked with?

How do you ensure endpoint security compliance?

VIP & Customer Support

Have you provided VIP or executive support?

How do you handle an angry or frustrated user?

ITIL & Documentation

Are you familiar with ITIL?

What are the Incident, Problem, and Change Management processes?

How do you document your troubleshooting steps?

Smart Hands & Networking

What Smart Hands activities have you performed?

Can you troubleshoot basic network issues such as IP conflicts, DNS problems, or cable connectivity?

These questions will help you quickly determine whether a candidate has the practical experience required for an L1/L2 Onsite Deskside Support role.

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📌 UCOnsite Deskside Support/Grande Prairie, AB (Alberta)
🏢 Sharp Brains Solutions
📍 Alberta