Safeguarding Businesses From Tech Support and Internal Help Desk Scams

Cybercriminals employ various techniques to infiltrate networks and steal sensitive data. Technical support scams, where fraudsters pose as major tech vendors, and IT-help desk scams, where malicious actors impersonate internal IT staff, are two mechanisms they use to achieve their objectives.

Small and midsize firms with limited IT oversight and resources often make for attractive targets for these schemes that prey on employee trust. Fortunately, enhancing employee awareness of these cyberattacks and implementing prevention strategies can help prevent these incidents and safeguard a business’s data, finances and reputation.

This article provides an overview of the threat landscape and describes the impacts these cybersecurity events can have on businesses. It also explains how to spot scams and offers actionable strategies employers can implement to prevent them from occurring.

Understanding the Threat Landscape

To address the risks of tech support and internal help desk scams, employees should understand the threat landscape and how these schemes are executed. For tech support scams, malicious actors often use unsolicited pop-up ads, social media advertisements, or phishing calls or emails to try to convince a staff member that there is a technical issue requiring immediate attention. The message then directs the employee to bogus support numbers designed to appear as if they are for a well-known cybersecurity vendor. The fraudulent actor may then run a fake “scan” of the computer and find nonexistent “issues,” claiming they need remote access to fix the computer. They then may install malware that steals sensitive information; request enrollment in a fake support contract; offer to sell phony services, software or programs; or request payment for their dishonest services.

In internal help desk scams, cybercriminals seek to deceive employees by impersonating the business’s IT help desk. They may use voice phishing (or vishing) tactics, where they impersonate legitimate IT employees by making calls or leaving voicemails claiming there is an IT emergency or pretending that users’ login credentials need to be reset. Like tech support scams, these attackers aim to trick employees into granting access to their devices or networks. They may also utilize text message phishing (or smishing), illegitimate emails or phony collaboration platform messages to accomplish the same goals.

Through both of these scams, cybercriminals employ social engineering strategies to fool a business’s staff. For example, they communicate with urgency and utilize technical jargon and scare tactics (e.g., stating it is a major system issue) to pressure employees into divulging sensitive information.

Risk to Business

Like other cyberattacks, tech support and internal help desk scams can be devastating to businesses. They can lead to data breaches and malware infections, causing significant financial damage through penalties, notification fees and lawsuits. They can also cause substantial business interruptions as the subsequent investigation and recovery process takes place. These cyberattacks can result in lasting reputational damage and erode client and stakeholder trust.

Red Flags: Spotting the Scams

To prevent tech support and internal help desk scams from occurring, it is essential to recognize the signs that may indicate a cybercriminal is trying to carry out the scheme. Red flags to watch for include:

• Suspicious communications—Unsolicited calls or emails and alarming pop-up messages stating there is a cybersecurity issue can be signs that the contact is not a legitimate communication. Additionally, a request for a staff member to share a password or provide their multifactor authentication (MFA) code could be an indication that a scam is being carried out. Since cybercriminals can spoof phone numbers, employers should remain vigilant if the communication feels out of place or unexpected, even if the number is recognizable.
• Immediate access requests—Theseattacks often rely on fear tactics, so the fraudulent communicator may state there is a situation that needs immediate attention. They leverage this false scenario to trick the staff member into providing login credentials or allowing the hacker to remotely access the user’s device or network before the staff member can verify the cybercriminal’s claims.
• Anomalous payment requests—During these cyberattacks, the malicious actor may request payments through nonconventional methods, including untraceable gift cards, cryptocurrency or wire transfers. They may also ask for or provide direct links to enter payment information.

Prevention Strategies

The following are several techniques employers can utilize to prevent tech support and help desk scams from happening:

• Prioritize education and training. Training staff to detect signs of tech support and help desk scams can prevent cybercriminals from accessing sensitive data. These training sessions should be provided regularly, both upon hire and periodically thereafter, and staff should feel comfortable asking questions and raising concerns during them.
• Establish secure communication protocols. Businesses should have procedures that define communication protocols when working with tech support companies or internal IT services. These communications should be secure, and staff should be instructed to disregard messages that do not come through the proper channels.
• Require in-person verification. When possible, employees should be directed to discuss the alleged issue with designated IT staff in person before granting access to their device or providing login information. Multiparty approval requirements for account resets can provide an additional layer of protection.
• Use “least-privilege” and “zero-trust” principles. With the principle of least privilege, users only have access to resources needed to complete their job tasks. This can limit cybercriminals’ movement capabilities if the legitimate user’s password is compromised. Additionally, implementing zero trust principles, where no user or device is trusted by default and every access must be verified, can strengthen cybersecurity defenses.
• Leverage technical safeguards. Utilize security software that is routinely patched and updated. It should be configured to block pop-up windows and known malicious behaviors. Email security solutions can also be used to filter out fraudulent emails and attachments.
• Maintain and enforce cyber hygiene policies. Requiring robust cybersecurity practices can help make a business less vulnerable to tech support and help desk scams. Mandating the use of strong, unique passwords and requiring MFA should be included in employee policies. Additionally, employers should conduct phishing simulations and other penetration testing exercises to ensure that staff are following the business’s cybersecurity guidelines.

Conclusion

Tech support and help desk scams can be devastating to businesses. By spotting red flags and implementing robust prevention strategies, employers can reduce their risk of these attacks being effective, safeguarding their security, finances and reputations.

Contact us today for more information.

Article Published By: Zywave, Inc.