As the demand for skilled cybersecurity professionals continues to grow, so do the resources to help students in the university’s new bachelors in cybersecurity program, where students are gaining skills and certifications to make them more competitive in the job market.

In partnership with the university’s cybersecurity program, the IT Help Desk Simulation project equips cybersecurity students with hands-on experience learning on how to run and operate a help desk. Mirroring the workflow of UNLV’s IT Help Desk, the project gears students up to pass CompTIA certifications such as A+, Network+, and Linux+. These certifications encompass a majority of IT fundamentals and signal to future employers that these students have what they need to succeed in any technology field.

“I want students to graduate with something that will set them apart from their peers,” said Hayden Williams, professor in cybersecurity at UNLV. “A student might have book knowledge, but the real experience comes from earning something apart from the degree itself. This project helps with just that.”

Phase One: Securing the Basics 
Before tackling real-world simulations, students first learn what it takes to work at a help desk. From the university’s ticketing system to everyday problem-solving techniques, instructors guide students through both technical and non-technical aspects of IT careers.

“Working at the IT Help Desk gives students real-world experience, with both technology and customer service, that directly prepares them for an IT career,” said Laura Gardner, IT Help Desk supervisor. “It teaches them essential skills and gives them the confidence to handle technical issues while also collaborating in a professional environment.”

Phase Two: Playing In the Sandbox 
After developing a strong foundation, students dive into various simulations demonstrating their knowledge in creating tickets, addressing common issues, and talking with customers over the phone. These simulations give every student a realistic work experience while advancing their customer support and communication skills.

According to Bob Soulliere, assistant vice president for digital services and solutions, the team developed simulated tickets with the help of student apprentices from the Youth Rebel Start Academy. This university partnership program is designed to provide high school seniors with hands-on experience, offering the students involved in this project a glimpse into cybersecurity before they begin their studies at UNLV next year. 

In creating the simulated experience, the team used real help desk tickets that they had solved and made anonymous to ensure the simulation is as accurate as possible in addressing real customers. Following guidelines from CompTIA certifications and implementing artificial intelligence, the simulation puts students into a help desk environment anytime, anywhere.

Phase Three: Building Networks with IT Professionals
While completing simulated tasks, the team wanted to ensure students were also getting an opportunity to learn from experts directly. As an addition to the project, multiple Q&A sessions were held with IT professionals throughout the semester so students could connect with experts from the digital services and solutions and network development and engineering team.

As a recent graduate and professional in the technology field, Teodor Genkov understands the value of gaining these experiences early on. He was one of the IT professionals who shared advice on using UNLV’s ticketing system and earning CompTIA certifications.

“These sessions are a valuable way to connect with professionals who have experience in the field and an excellent opportunity for students to ask questions and gain insight,” said Genkov, now an associate IT support specialist for the computer lifecycle team. “Working with these systems is a great thing students are now able to put on their resume as they continue asking questions and getting involved.”

With tools like the IT Help Desk simulation, over 250 students are able to branch out from their typical learning environment and widen their future career opportunities.

“We have a very clear end goal for this program,” says Greg Moody, director of the UNLV cybersecurity bachelor’s and graduate programs. “We're specifically giving students boots-on-the-ground experience with very defined skill sets, so once they graduate, they can immediately start working.”