IT support professionals are a unique breed. Not only must
they thoroughly understand enterprise computing systems, they must also convey
their technical expertise clearly and succinctly to end users. Above all,
support techs must possess top-notch customer-service skills and stay cool
under fire.

To help you hire the best people for these critical spots,
our IT
Hiring Kit: Support Professional
provides three unique tools that will guide
and help you in the hiring process.

Understanding the role and skills

The first is a ready-to-use job description, shown in Figure A, that lists all
the skills the perfect support candidate will have as well as the duties that
person is expected to be able to do. By using this job description as a guide
you can efficiently review candidate’s resumes and determine which candidates
to invite for an interview.

Figure A

A ready-to-use job description.

That’s where the second tool in the pack—a comprehensive
list of interview questions—comes in very handy.

The right questions to ask

This in-depth interview-questions tool provides both general
questions, that are necessary to ask any job candidate, and specific support
pro questions—such as experience with various operating systems and pertinent
on-the-job tasks.

By using this interview-question guide you can ensure that
you’ll ask all the needed questions and determine a candidate’s true skills and
experience level. Once you’ve selected and mapped out the questions you want
answered, it’s time to use our third tool in the pack—an assessment sheet that
helps you clearly see whether a candidate possesses the skills and expertise
you’re looking for.

A thorough assessment

This unique candidate assessment spreadsheet is aligned with
the job interview questions document. We’ve included each interview question on
the candidate assessment sheet tabs so you can rate the candidate’s responses
to each question.

As support role requirements can be diverse, the assessment
tool provides room for questions you may want to include that aren’t on the
interview questions document. You can also assign rankings to various skills so that those you value most are given
greater weight in the assessment, as shown in Figure B.

Figure B

Weighted skills ranking

This weighted spreadsheet allows you to enter
information about the help desk candidates so you can keep track of the leading
ones—and ultimately helps you decide which candidate is the best fit for your

Some extra resources

In addition to the three tools, we’ve also included a PDF
featuring three valuable TechRepublic articles relating to the hiring process:

  • “Interview questions that demand meaningful
  • “How
    to hire and retain the right help desk people”
  • “Tips for gauging soft skills in IT hires”

The articles offer specific insight and guidance on
conducting strong interviews, and the critical issues of assessing the
necessary “soft” business skills that every IT professional must
bring to the enterprise.

Hiring and staffing a support team is key to providing
strong support services. Order the IT Hiring Kit: Support
to help in this critical effort. This comprehensive pack
provides all the necessary information and serves as a valuable tool for hiring
support specialists.