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Hi, thanks for coming in.
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For a jump into my
technical questions,
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I'd like to know a
bit more about you.
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Tell me why you're
interested in this position?
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When I came into college,
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I was a pre-med major
and eventually,
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I led down the path to take
an introduction to IT course.
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After that course, I realized
how impactful IT was
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and I became more curious to
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how computers work and
why did they break.
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I changed my major to
IT after that class.
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After two years of
being in the major,
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I got a job at the IT
services [inaudible] where
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I was able to help students
with their computer issues.
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I believe having the job
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will allow me to advance
my knowledge and
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troubleshooting skills and then
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also I'll be able to
learn new things.
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Cool. Can you tell me what in
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particular you find
appealing about IT?
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I like IT because it allows
me to be very creative.
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Then it also allows me to hone
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in on those
problem-solving skills.
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Also, I like IT because
it's very broad.
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I felt like the
trajectory of my career,
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it could be in
multiple IT fields
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such as database management,
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software engineering, IT
support, and networking.
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That's awesome. All right, well,
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let's get started with
our first question then.
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Let's say that you're the
only person supporting
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a help desk and you're
currently helping me
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with an issue when a
VP walks in and they
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ask you for help and
they say they have
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a presentation to
give in 15 minutes,
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how would you handle
this situation?
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I want to prioritize
issues based on severity,
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it seems the VP
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the issues are little
bit more time-sensitive.
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I would ask you if it's okay,
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if I would help out the VP.
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That's fair. I'm okay with that.
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Now, how would you help the VP?
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I want to get the VP up and
running as soon as possible.
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I will offer them a spare
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laptop and then in the meantime,
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I'll be able to
fix their computer
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while they're at the meeting.
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Great. Now let me
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rewind for a second. Let
me change things up.
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What if you were helping me,
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and my issue was actually
very critical and it was
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part of a larger issue that was
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affecting a number of users.
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Say maybe our wireless
network was having
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issues. How would
you handle that?
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If I was able to help
the VP right away,
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by offering a spare laptop,
then I would do that.
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But if that's not the case,
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then either let the VP
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know that the issue
that I'm dealing
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with is a little bit more severe
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because it affects the business.
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I hope the VP will be
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a little bit more understanding
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and I would probably
have to have
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a co-worker come and
help the VP or I could
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tell the VP to probably
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reschedule their meeting
if that's possible.
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Great. I think that's
fair and you're right.
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We should take into account
what's most important to
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the business in that type
of scenario. Good job.
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In this scenario, we saw Candice
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deliver her elevator
pitch and show
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why she's passionate about IT
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and becoming an IT
support specialist.
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We also saw one
typical complication
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of troubleshooting problems.
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Getting priorities right.
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Time-sensitive issues usually
have higher priority,
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but issues that are preventing
a large number of users
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from getting work done
should be dealt with first,
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even if the person asking for
help is a director or a VP.
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That's it for now. See you
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again at the end of
the next course.
6508
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