5 Reasons Why IT HelpDesk Makes the Best Cybersecurity Professionals
How to leverage your IT Helpdesk experience to move into cybersecurity
I coach and mentor a lot of people to help them get into Cybersecurity and today, I want to talk about a person .. let's call him John
John is one of the most technically proficient people I know
He has amazing technical skills and knowledge of endpoint solutions
But John feels that he is not “good enough” for Cybersecurity.
Why ?? Because John currently works in the IT helpdesk function of a large company
There is a perception, unfortunately, that IT Helpdesk personnel only know how to close tickets and fix low-level problems, and Cybersecurity is too “high-level” for them.
Nothing could be further from the truth, honestly.
The skills and experiences acquired in their current roles can be incredibly valuable for IT Support professionals looking to move into cybersecurity.
In this article, I want to highlight the essential skills IT support personnel can leverage to jump into Cybersecurity.
1. Understanding of IT Operations and Infrastructure
Honestly .. who knows the IT environment better than HelpDesk ??
They are the ones who advise employees on problems, be it on the application, with the internet, with email, etc.
This gives them a solid understanding of IT operations and infrastructure within a company, which is fundamental to cybersecurity.
Understanding how networks, servers, and end-user systems operate provides a strong foundation for identifying and addressing vulnerabilities.
Knowing different operating systems, hardware, and software issues also helps understand potential security weaknesses.
If I was a CISO, then I would much prefer a person who knows the IT environment inside out rather than someone who needs 2 to 3 months to get up to speed.
2. Problem-Solving Skills
What is IT support except solving problems from 9 to 5 ??
This gives IT support excellent analytical skills and an ability to look at situations from different angles. ]
The ability to troubleshoot and resolve IT issues equips helpdesk professionals with a mindset conducive to detecting and mitigating security threats.
These skills directly translate to cybersecurity, where professionals must identify, analyze, and solve complex security issues.
3. Experience with Diverse Tech
Helpdesk professionals are exposed to various technologies and user environments from the day they join.
They are not restricted to applications or endpoints or databases but must know how to operate all of them.
This experience is invaluable in cybersecurity, where professionals must safeguard diverse systems and technologies.
Understanding the different types of software, hardware, and network configurations aids in developing more comprehensive security strategies.
4. Communication and Education Skills
This is something I admire the most.
Helpdesk staff need excellent communication skills, as they must regularly explain technical concepts to non-technical users.
Communicating risks and protocols effectively to a broad audience is crucial in cybersecurity.
Additionally, educating users about security best practices is often part of a cybersecurity professional’s role, making the teaching skills gained in helpdesk positions highly useful!
Working in IT support also provides insights into user behavior and common security mistakes, such as weak passwords or susceptibility to phishing attacks.
Understanding user behavior is beneficial in cybersecurity, where professionals must anticipate and mitigate user-related vulnerabilities.
5. Experience with Security Incidents
Working under pressure and keeping focused are crucial parts of IT support.
I would rather face a security incident than the wrath of a CEO when they cannot access their emails!
But this also makes them great when dealing with security incidents
IT helpdesk professionals also serve as the first line of defense in security incidents, such as handling initial reports of phishing attempts or malware infections.
This experience in responding to security incidents provides a practical understanding of how breaches occur and how to respond effectively, skills are directly applicable in a cybersecurity role.