Effective Work Sample Exercises for Hiring Top IT Support Specialists

In today's technology-driven workplace, IT Support Specialists serve as the critical first line of defense against technical disruptions that can hamper productivity and frustrate employees. Finding the right IT Support Specialist requires more than just reviewing resumes and conducting standard interviews—it demands seeing candidates in action through well-designed work samples.

The best IT Support Specialists combine technical knowledge with exceptional communication skills and problem-solving abilities. They must translate complex technical concepts into language that non-technical users can understand, often while under pressure. Traditional interviews rarely reveal these capabilities effectively.

Work samples provide a window into how candidates actually perform the core responsibilities of the role. For IT Support Specialists, this means observing how they troubleshoot technical issues, communicate with users, document solutions, and plan for complex implementations—all critical day-to-day responsibilities.

By implementing the following work sample exercises, you'll gain valuable insights into candidates' technical proficiency, customer service orientation, documentation skills, and problem-solving approaches. These exercises simulate real-world scenarios your IT Support Specialist will face, allowing you to make more informed hiring decisions based on demonstrated abilities rather than self-reported skills.

Activity #1: Technical Troubleshooting Simulation

This exercise evaluates a candidate's ability to diagnose and resolve common technical issues—a fundamental skill for any IT Support Specialist. By presenting a realistic troubleshooting scenario, you'll observe their technical knowledge, methodical approach to problem-solving, and ability to work under time constraints.

Directions for the Company:

• Create a simulated technical issue that an employee might encounter (e.g., email connectivity problems, printer not working, software installation failure).
• Prepare a detailed scenario description including the "symptoms" of the problem and relevant system information.
• Set up a test environment if possible (a computer with the simulated issue) or provide detailed screenshots/documentation of the problem.
• Allocate 20-25 minutes for the candidate to troubleshoot the issue.
• Have an IT team member available to answer questions the "user" might have or provide additional information if requested.

Directions for the Candidate:

• You'll be presented with a common technical issue that an employee is experiencing.
• Approach this as you would a real support ticket, asking clarifying questions and working through your troubleshooting process step by step.
• Explain your thought process as you work, including what you're checking and why.
• Once you've identified the likely cause, explain what solution you would implement and why.
• If you can't fully resolve the issue in the allotted time, explain what your next steps would be.

Feedback Mechanism:

• After the exercise, provide feedback on one aspect of their troubleshooting approach that was particularly effective.
• Offer one suggestion for improvement, such as a step they might have skipped or an alternative approach they could have tried.
• Give the candidate 5 minutes to explain how they would incorporate this feedback and what they would do differently next time.

Activity #2: Technical Communication Role Play

This exercise assesses the candidate's ability to communicate technical concepts clearly to non-technical users—a critical skill that directly impacts user satisfaction and efficiency. It reveals how candidates balance technical accuracy with accessibility in their explanations.

Directions for the Company:

• Prepare a scenario where a frustrated, non-technical employee needs help with a moderately complex issue (e.g., setting up multi-factor authentication, recovering lost files, or understanding why their computer is running slowly).
• Assign someone to play the role of the confused employee who has limited technical vocabulary.
• The role player should display mild frustration and occasionally interrupt with questions.
• Prepare a rubric that evaluates clarity of explanation, patience, empathy, and effectiveness of the solution.
• Allocate 15 minutes for the role play.

Directions for the Candidate:

• You'll be helping a non-technical employee who is experiencing frustration with a technical issue.
• Your goal is to both solve their problem and ensure they understand enough to prevent future issues.
• Use language appropriate for someone with limited technical knowledge.
• Show empathy for their frustration while maintaining professionalism.
• Check for understanding throughout the conversation.
• Provide any relevant follow-up information or resources they might need.

Feedback Mechanism:

• Provide feedback on how effectively they communicated technical concepts in accessible language.
• Offer one suggestion about how they could have better managed the user's frustration or improved their explanation.
• Allow the candidate 3-5 minutes to demonstrate how they would incorporate this feedback by re-explaining a portion of the solution.

Activity #3: Support Ticket Documentation Exercise

This exercise evaluates the candidate's ability to create clear, thorough documentation—an essential skill for maintaining knowledge bases and ensuring consistent support across the team. Good documentation reduces repeat issues and enables faster resolution times.

Directions for the Company:

• Prepare a scenario describing a technical issue that was resolved (e.g., network connectivity problem, software conflict, or hardware failure).
• Include details about the symptoms, troubleshooting steps taken, and the ultimate resolution.
• Provide a template or example of your company's ticket documentation format if available.
• Allocate 15-20 minutes for the candidate to complete the documentation.
• Evaluate for clarity, completeness, technical accuracy, and organization.

Directions for the Candidate:

• Based on the scenario provided, create a support ticket that documents the issue and its resolution.
• Include all relevant details someone would need if they encountered this issue again.
• Structure your documentation logically, separating the problem description, troubleshooting steps, and resolution.
• Use clear, concise language that balances technical accuracy with readability.
• Include any preventative measures or user education that might help avoid similar issues in the future.

Feedback Mechanism:

• Provide feedback on one strength of their documentation (e.g., thoroughness, clarity, organization).
• Offer one suggestion for improvement (e.g., adding more specific details, better organizing the troubleshooting steps).
• Give the candidate 5-10 minutes to revise a portion of their documentation based on this feedback.

Activity #4: IT Project Planning Exercise

This exercise assesses the candidate's ability to plan and organize more complex IT tasks—a skill needed for projects like system upgrades or new technology implementations. It reveals their strategic thinking, attention to detail, and ability to anticipate potential issues.

Directions for the Company:

• Create a scenario for a small IT project, such as upgrading software across a department, setting up equipment for new employees, or implementing a new security protocol.
• Include relevant details about the organization's size, current systems, and any constraints.
• Provide any templates or tools your company typically uses for project planning.
• Allocate 25-30 minutes for the candidate to develop their plan.
• Evaluate for thoroughness, practicality, risk identification, and communication strategy.

Directions for the Candidate:

• Review the project scenario and develop an implementation plan.
• Your plan should include:
• Key tasks and their sequence
• Timeline estimates
• Required resources
• Potential risks or challenges and how you would mitigate them
• Communication strategy for affected users
• Success metrics or verification steps
• Be prepared to explain your reasoning for each element of your plan.
• Consider both technical requirements and user impact in your approach.

Feedback Mechanism:

• Provide feedback on one strength of their project plan (e.g., thoroughness, risk management, user communication).
• Offer one suggestion for improvement or an aspect they may have overlooked.
• Give the candidate 5-10 minutes to revise or expand on their plan based on this feedback, focusing specifically on the area mentioned in your suggestion.

Frequently Asked Questions

How long should we allocate for these work sample exercises?

Each exercise is designed to take 15-30 minutes, with additional time for feedback and discussion. We recommend scheduling at least 2 hours if you plan to use all four exercises, or selecting 2-3 exercises for a shorter assessment of about 90 minutes.

Should we use all four exercises with every candidate?

Not necessarily. Select the exercises most relevant to your specific IT support needs. For entry-level positions, the troubleshooting simulation and communication role play may be most important. For more senior roles, include the documentation and project planning exercises.

How should we evaluate candidates across multiple exercises?

Create a simple scoring rubric for each exercise based on the key skills being assessed. Have all observers use the same rubric, and weight the exercises according to their importance for your specific role.

What if we don't have the technical setup to create a realistic troubleshooting scenario?

You can use detailed written scenarios with screenshots instead of a live environment. Another option is to use screen sharing software to show the candidate the issue remotely, even if they can't directly interact with the system.

How can we ensure consistency across different candidates?

Standardize your scenarios, instructions, and evaluation criteria. Use the same role players and evaluators whenever possible. Document the process thoroughly so it can be replicated consistently.

Can these exercises be conducted remotely?

Yes, all of these exercises can be adapted for remote interviews using video conferencing tools. For the troubleshooting exercise, use screen sharing to show the simulated issue. Role plays can be conducted via video call, and documentation and planning exercises can be completed in shared documents.

By implementing these work sample exercises, you'll gain valuable insights into how candidates will actually perform in the role of IT Support Specialist. This approach not only helps you identify the most qualified candidates but also gives candidates a realistic preview of the job, leading to better hiring decisions and improved retention.

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