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Effective Help Desk Specialist Skills by Darril Gibson

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Chapter 5. Security Skills

Help desk specialists need to have a good understanding of security concepts to be effective on the job. While they don’t need to be security specialists, they do need a deeper understanding of security concepts than typical users. Many users are unaware of security risks and ignore recommendations related to security. For example, the most common password in use on IT systems is “123456” and attackers know this. Uneducated users continue to use the password because it’s easy to remember, while security-conscious users create strong, complex passwords.

When help desk specialists understand many of the common threats and risks to information technology (IT), they are more likely to follow the rules and guidelines put ...

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