Final Paper

Ethan Lawson

08-04-2025

ODU Summer 2025, CRN 35529

CYSE368-Cybersecurity Internship

Southwest Virginia Community College

Professor Terea Duvall

I decided to do an internship at this organization for several reasons. First of all, I live in a rural area where technical jobs are sparse. I didn’t have many other options and was also attending Southwest Virginia Community College when I started working there. For working there, I got to take up to six credits for free. Southwest Virginia Community College was established in 1968 and is located in Cedar Bluff, Virginia. One of our goals is to provide affordable, accessible education and workforce training opportunities to rural communities. Most students come from the counties in southwest Virginia, like Buchanan, Russell, Tazewell, and Dickenson. We offer many associate degrees, dual enrollment for high school, online options, and workforce development options. Southwest is partnered with many of Virginia’s four-year institutions to allow students who complete a degree there to come in as a junior. Most students tend to be recent high school graduates, but veterans and adults are not uncommon. We have soccer, baseball, and basketball teams and partner with many agencies. Most of my training was carried out by the other IT Helpdesk Technician when I got there, because my manager had just recently started. I had to undergo the normal state training videos and questions. They started me out slowly because the role has a lot of responsibilities, and it is easy to get overwhelmed when starting. I learned how to PXE computers, how to properly set them up, how to fix common student issues, take surplus, and troubleshoot any other equipment around campus. My initial impression of the company was that everyone was nice, although the other IT Helpdesk Technician training me was a handful. Luckily, she transferred to another full-time position shortly after I started. This left me alone for a few months until someone else was hired, but it was summertime, so things are usually slower. I was kind of disappointed that my direct manager was young and only had a CompTIA A+ certification, unlike myself. However, he is proficient in troubleshooting, and I have other coworkers I can bother with my sporadic networking questions. My primary learning objectives for this internship were to strengthen professional communication and documentation practices, develop technical skills in troubleshooting and supporting hardware/software systems, apply foundational cybersecurity principles in a real-world IT environment, and participate in routine IT operations and system upgrades. It provides a great opportunity to improve to work with others, improving my teamwork and communication skills. I’m constantly collaborating with others in my department, helping students over the phone or in person, and remediating any technological issues reported by faculty and staff. It has also been beneficial to develop documentation practices. Our department tries to make recurring processes as simple as possible by keeping detailed records. We also have a shared drive available to us, making this much easier. We can share notes on how to PXE computers, edit legacy bios, set up a Mac, install software, troubleshoot specific issues, etc. This can help streamline confusing processes that we don’t have to deal with too much. It also provides us with a place to keep all the software in one place if we need anything. Another purpose that the I drive serves for us is keeping inventory, which we use an Excel spreadsheet for. I do not have access to this document. However, I am still responsible for handling surplus for inventory, which means my work causes the inventory to be altered. There are forms that I must fill out for individual devices so that I can bring them to my coworker to alter. This process has helped me develop my documentation and communication skills tremendously. I have also been blessed with many opportunities to develop my technical skills in troubleshooting and supporting hardware/software systems. As a community college, we have a lot of different technologies, both software and hardware. It has been a blessing to work with all these things that I did not have access to before. This internship has given me access and the ability to see the types of issues that occur on such systems. The experience I have gained throughout this internship has given me the confidence to tackle any technical issue thrown at me. However, it’s important to remember that some things are simply out of your hands and access. I have been in school throughout this internship, and I have seen and connected so many foundational cybersecurity principles to my work at Southwest Virginia Community College. In our office, we have an iMac, a system with Kali, and many distributions of Windows. I know in the Cybersecurity field, and in some of my classes, we use Linux distributions, so I have been practicing whenever possible. We have used it for a digital forensic class in the past, and I’m currently in a Linux fundamentals class. I also must apply ethics far more than I thought would be necessary. However, it comes up often regarding coworkers, students, and my job duties. This internship has granted me the opportunity to participate in routine IT operations and system upgrades. Technologies around campus are always reaching the end of their life and need updates or upgrades. One thing we have had to do recently is ensure that no computers are left on Windows 10, which could make our network vulnerable because they are cutting support in November. I am constantly running around campus, making sure that the labs are up to date for the upcoming semesters. Our department handles changing out-of-date computers, projectors, printers, televisions, etc. Our school is relatively small, and the technology needed for it to function is already overwhelming. Our school is supported by the state, so everything must be changed after five years, but it can be changed after three. 

The managerial environment at my internship played a pivotal role in my daily experiences, giving me insight into how other organizations in this field will be structured. Overall, my management at the internship is pretty relaxed. I have been for a while, so my managers have come to trust me to carry out assigned duties. There is another IT Helpdesk Technician besides me, and we have the same manager. There is also a network administrator, an internet security officer, a database administrator, and a manager over the entire department. Since we are a smaller department, it’s not uncommon for us to work together on projects, especially if we have completed our work already. Many times, collaboration is mandatory, such as when I set up a new computer and need a port reset. Usually, when I get there in the morning, I check in with my direct manager to see what he needs for the day. I usually get signed into my computer and see what I must complete for the day before that. As a night owl, I’m slow to wake up so I don’t feel like bombarding anyone first thing in the morning. Sometimes, my manager of the entire IT department will ask me to do something because someone contacted him directly instead of the support line I manage. Typically, every Thursday, we have a meeting to discuss recent issues we have encountered, new implementations, or anything else of significance to our job. I try my best to take all the smaller burdens off my manager, especially if he’s already working on something. Our database administrator’s office is connected to mine, and she has been there for many years. I usually use her as a database for faculty and staff who need help and see if she has experienced any similar problems in the past, if she’s not busy that is. Unlike me, she has access to the inventory, so I often consult with her for inventory changes. I’m only part time so I leave early on Thursdays and don’t work Friday. At the start of the week, I catch up with her and see if I missed anything significant on my day off. This shows that I care about my position and helps strengthen our relationship. Occasionally, our network administrator or internet security officer will get me to test changes they have made. I’m grateful when I can help them out because they are always eager to return the favor, and I enjoy learning anything network related. Our department, along with some others, is all under the same supervision. 

The day-to-day responsibilities of my position can change dramatically, which is one aspect of the internship I enjoy. This keeps me on my toes, and I am constantly exposed to and learning new things. One major work duty I have is managing surplus through collaboration with our database administrator or manager, who has access. This process consists of retrieving the out of date or broken device, filling out a surplus form with the device information, wiping the device usually with the DoD 7 pass standard, putting a sticker on it to confirm the drive has been erased, removing the College’s asset tag from the device, giving the form to someone with access so they can update inventory, emailing the scanned documents to someone in another department for confirmation, moving the device to our designated surplus room, and putting in a request for maintenance to remove the computers from the room when it’s full. Another major duty I have is setting up all-in-ones or laptops for students, faculty, and staff use. As I mentioned previously, we replace computers when they are five years old, along with those that are broken beyond repair. Labs of computers go out at the same time, which means that the other Helpdesk Technician and I need to prepare another twenty to thirty computers to replace them with. This process is quite efficient thanks to the PXE server, but it still takes some time since I must balance it with other duties that take precedence. What takes the most time with this process is applying Windows, BIOS, and driver updates. Luckily, we have a room where four to five computers can be set up at once, so I can prepare one while waiting for updates on another. Some things I must do while setting up student computers through the PXE server includes installing the correct applications, adding a local administrator account for access when they don’t have internet connectivity, joining the correct student domain, installing deep freeze alongside its client software, downloading Google Chrome and Firefox, ensure its frozen when I’m done so student changes revert at restart, updating inventory, installing any other specialty software that lab may need, and finally setting them up in the lab. The old computers taken out of the lab must be surplus, and the inventory needs to be updated after this process. On top of labs, we have computers in our library and other student lounges that need to be updated at the end of their life. The process for setting up faculty and staff is quite similar except the version of office software, ensuring access to their department printer, setting up Adobe Creative Clouds accounts ensuring they have a license, joining them to a different domain, configuring BitLocker to protect the information on their drives, updating inventory, handling surplus, installing security software, and making sure they have access to their departmental drive. Alongside taking care of computer setups, I also man the support line and ticket system. Most of the time, students who call in with issues are directed to our department by other staff, or they put in a ticket, and we reach out to them. Fixing issues from students that interfere with them completing coursework is one of the highest priorities for me. Typically, it’s issues with getting logged in to our portal, which are usually remediated by resetting the password, updating the authentication method, and ensuring that they are enrolled. Sometimes other departments will forward us students having trouble getting logged in because they have not enrolled so they don’t have an account. This can be annoying because they should be aware of such things and force you to redirect to yet another person, which can be aggravating for them. There have been some instances where students call because they can’t access Office 365 applications, or Canvas is not working as intended. It’s common for these issues not to be on end, so we must put in a ticket with other organizations to make them aware. Outside of the IT department, there is also a Canvas administrator. Most of the time, he works with teachers to ensure they know how to navigate the software. It’s uncommon for students to have issues with this software, but he was able to resolve the student’s issue, which I sent to him. Students, especially younger ones, don’t need much help because our generation has grown up with technology. There are quite a few faculty and staff members who have issues quite regularly. A lot of the time, it’s something relatively simple, but I’m glad that I can help and that they feel comfortable enough to reach out to us. Some examples of solutions I’m talking about are switching output devices, switching inputs, logging into a Microsoft account for access, and scrolling up on the web version of Outlook so the toolbar appears. However, sometimes they make issues apparent to us that can affect a significant number of people, like a universal printer driver not working as intended. Our department also works closely with maintenance. They are responsible for fixing, moving, and maintaining just about everything on campus. If someone moves offices, we wait for them so they can come and move any technological devices. Sometimes tasks such as mounting TVs blur the lines between our and their department’s responsibilities. We usually take care of such things if there’s not much to do, which helps build stronger relationships with other departments. One of our buildings is getting replaced, so they are staying busy, so we help them out whenever time permits. Just recently, they found and moved some desks into a classroom that needed a few more computers for us. Southwest Virginia Community College also has off-site locations that we are responsible for maintaining. These usually only have a computer lab or two, so they are pretty low maintenance.

During my internship as an IT Helpdesk Technician at Southwest Virginia Community College, I have been given ample opportunity to put prior skills to use and develop new ones. I came into this position with proficient soft skills. Previously, I have worked at restaurants as a server, so I was pretty good at handling hangry people at their worst. Compared to that, the students, faculty, and staff at this role have been a breeze to deal with. I also grew up infatuated with anything technology related. I grew up playing video games, messing with coding languages, fiddling with Raspberry Pis, and wanting to understand the inner workings of it all. However, there was a bit of a learning curve in bringing and transforming those skills for a professional environment. Although my title is IT Helpdesk technician, many of my daily responsibilities were tied to cybersecurity practices and principles that I have been learning about in my coursework. I came in with a rough idea of the security technologies that organizations use and maintain, such as firewalls, security software, drive encryption, VPNs, ports, multifactor authentication, Windows operating systems, and compliance with polices. This background helped me understand the importance of what not to do, like falling for phishing emails, protecting user credentials, the principle of least access, and understanding the importance of systems being patched and up to date. Sometimes, the systems office for Virginia Community College will send out phishing emails to test faculty and staff. Luckily, I haven’t fallen for any so far. Upon starting, I received admin credentials, which are necessary to access an individual’s computer remotely and install software on all computers. I realize how important this privilege is and don’t make any risky moves that could expose our network and abuse my power. I ensure that I sign out of my account when I leave my desk and don’t write my credentials down anywhere. I’d say that this background knowledge was adequate because nothing teaches you the connectedness of everything like experience and practice. Through discussions with my coworkers, especially our network administrator, I have been learning how everything works in unison to ensure that our organization stays up and running. Through my time at Southwest Virginia Community College I have learned how to document suspicious activity (usually from caller or emails), use the ticket system securely, manage faculty and staff accounts through active directory, edit user privileges on the Windows, setup a wide variety of multifactor authentication apps we use, how to troubleshoot printer issues, and learned how to identify which layer of the OSI model an issue falls under. Before this internship, I was skeptical about how well what I had been studying through ODU and SWVCC would apply to the real world. This internship has alleviated all my doubts by showing me that the principles, concepts, and tools that we use while acquiring a Cybersecurity degree are similar, if not identical, to those in the field. It’s shown me how important it is to incorporate security measures at every possible level to minimize the possibility of a threat and attack surface. I developed a deeper understanding of how and why human error plays such a key role in vulnerabilities for organizations. It has shown me why this discipline is so practical to this contemporary connected world and how our work helps and protects everyone in an organization. 

The curriculum at Old Dominion University provided a solid foundation that prepared me for many aspects of my internship as an IT Helpdesk Technician at Southwest Virginia Community College. I was a little worried starting because this internship class is supposed to be taken during your final semester, and I’m still missing some foundational classes, having twenty-four credits left. Courses such as Cyber Law, Basic Cyber Program and Network, Linux System for Cybersecurity, Digital Forensics, Cybersecurity Ethics, and Introduction to Cybersecurity were especially relevant. I never expected so much stuff I learned in each of these courses to match up so well with the roles I perform day-to-day as an IT Helpdesk Technician. It was fascinating seeing how the principles and concepts I learned about in the Basic Cyber Program and Network, Cyber Law, and Cybersecurity ethics worked on an organizational level. I even got to review our penetration testing report, which we get every few years. In Cyber Law, I learned about why organizations that store or access personally identifiable information must get penetration testing done every so often. Honestly, there haven’t been too many cases where a new concept, technique, or skill appeared. But seeing things like print servers, email servers, PXE servers, virtual machines, quick assist, and domains being used to maintain daily operations was a transformative experience. One of my favorite parts was seeing how our network administrator navigated such tools with ease and his access to almost every aspect of our network. Old Dominion University’s curriculum, alongside my prior knowledge from Southwest Virginia Community College, gave me the necessary core knowledge needed to be confident and effective in this position. It helped me realize why such a foundation is necessary for a tech position such as this one, but it was up to me to turn my knowledge and skills to use in a real-world environment. 

The outcomes or objectives I wanted to meet by the end of this internship were to strengthen professional communication and documentation practices, develop technical skills in troubleshooting and supporting hardware/software systems, apply foundational cybersecurity principles in a real-world IT environment, and participate in routine IT operations and system upgrades. Although I had to communicate formally at my prior jobs as a server, it’s still different being in a professional setting. I suppose this is because at previous jobs I worked with friends with whom I could joke with, and nothing you mess up is that serious. However, at this internship, I’m entrusted with expensive equipment, admin rights on our network, and helping faculty, staff, and students work towards a common goal. Whether it be in person, on the phone, or over email, I have strengthened my communication skills with students, faculty, and staff. I have improved my documentation practices when making changes to inventory and conducting surplus. I have built upon the documentation for activities with confusing or extensive steps within our shared departmental drive. This helped streamline processes that don’t come up often and helps anyone new be more independent. I help troubleshoot a wide variety of hardware and software systems using technical skills I have been honing since the first fifty hours. Some of these include the Windows operating system, office 365 suite (Outlook, Word, and Excel), Canvas, Adobe Creative Cloud, Deep Freeze, Lockdown Browser, Rapid Identity, Microsoft Authenticator, Google Authenticator, power over ethernet phones, projectors, televisions, cameras, microphones, audio devices, Apple devices, printers, label makers, scanners, etc. I have seen how foundational cybersecurity principles are applied, such as (CIA Triad) confidentiality, integrity, availability, least privilege, defense in depth, separation of duties, accountability, and continuous monitoring. There are some things that I can’t access directly, like the print servers, email servers, firewalls, and switch configurations that my managers or network administrator can. Each faculty and staff member has their own OneDrive, device, and departmental drive to ensure the confidentiality, availability, and integrity of work. We practice the cybersecurity principle of least privilege in ways such as having a Canvas administrator, only two can access inventory, only the managers and network administrator can access the virtual machines that run our servers, only the managers can access admin for training websites, only the managers can access admin for Microsoft applications, and only the managers and network administrator can make changes to switches. I don’t have access to very much, as you can see but it doesn’t bother me, and I understand why. The way I look at it is that less access means less work. We practice the principle of defense in depth in ways like requiring a BitLocker key at startup and requiring multifactor authentication for access to critical services like my Southwest portal, OneDrive, and Outlook. I think that the separation of duties and accountability work hand in hand. Firstly, if duties are separated adequately and only one or two ever do them, then you know who to hold accountable if there’s an issue. Sometimes, we do help each other as a smaller department, but it is easy to keep track of who did what since there are only seven of us. If I do ever mess up on something, it is usually something small, like inventory, and they will poke fun at me. There is always something to monitor in the IT department, like computers, student issues, software, and ensuring our work area is locked down (especially when no one is around). Someone gaining access to our computers, which have access to a lot, could be devastating to our department and the College as a whole. Such a mistake could lead to hefty penalties since databases containing students across Virginia and the rest of the nation personally identifiable information are accessed from there. I also participate in routine IT operations and system upgrades daily. It’s necessary to keep computers updated, especially Windows, so that devices are less susceptible to an attack. One time, I tried to quickly assist somebody, but it would not let me because I needed to update my computer. It is good to make sure that the software on the computers is updated before classes begin so it doesn’t postpone lessons. 

One of the most motivating or exciting aspects of my internship as an IT Helpdesk Technician at Southwest Virginia Community College was learning how capable I am at doing the networking side of things. I have always been interested in networking since learning about it in my classes at Old Dominion University and furthering my knowledge of programming languages. Despite learning the most basic elements of networking in classes, it still felt like wizardry before seeing it in person. It was motivating seeing what kind of roles and how much money I can make with this degree and certifications. A cybersecurity position might be opening at Southwest Virginia Community College, so I am glad that I got my foot in the door, and my degree is almost complete. This position has opened my eyes to the opportunities that lie ahead. I could get a government job, which is a little safer and retire pretty early or take my risks in the private sector.  It was also neat being able to see what I have learned, like principles and concepts, in the classroom applied in real-world scenarios. I wasn’t expecting so many of the principles and concepts I have been learning about to apply to my lowly position as an IT Helpdesk Technician. Although my position is about the lowest on the company’s hierarchy, I still feel like and see that the work I’m doing matters in the grand scheme of things. Even if it didn’t, I would still be gaining experience and knowledge that I can carry over to any technical position that I hold in the future. The trust placed in me to protect faculty, staff, and students’ data and help ensure the security of our systems is very motivating. It has also been motivating working alongside seasoned IT professionals who have decades of experience and knowledge that I can access anytime with the right questions. Ultimately, I have realized that this field is the right one for me, and now I just need to decide the specific role I want to pursue.

One of the most discouraging aspects of this internship was the limited access and exposure to tools and software that most interest me. However, I understand the importance of practicing the principle of least privilege and why someone with almost no experience can have access to such things. Luckily, I am blessed with thoughtful coworkers who understand my true interests and future goals. They are willing to help me out in any way and show me the ropes of such things whenever they get the chance. For example, I have helped our network administrator install and configure cameras around campus and off-site locations. The manager of the entire IT department never hesitates to show me how to navigate the admin portals when I ask him to make a necessary change for me. Although I might not have access to such things to play around with on my own, I have still been able to learn quite a bit about them. As a cybersecurity major, I’m interested in the systems and processes that protect the network and data, such as firewalls, intrusion detection systems, intrusion prevention systems, SIEM systems, and vulnerability scanning. It is important to note that because Southwest Virginia Community College is one of many in our state, some things are handled by our systems office. For example, the databases for phone calls and student information are not something that anyone in our department deals with because someone does that for all the community colleges collectively. Sometimes people will call my manager or the manager of the entire department instead of going through the proper channels by calling the support line or putting in a ticket. This makes it seem like they don’t trust me because of my age or lack of experience, when I can usually handle every issue that does not require escalated access. It is a tad bothersome to have my manager come ask me to do something when I could have already possibly resolved the issue if they had reached out correctly. However, I understand that people want help or simply want to see a member of our department with whom they have a deeper relationship. Another challenge that occasionally arose was communication issues between departments. For example, one time we asked for a wall outlet to be installed so we could put up a television in the requested location. It took weeks for them to finally install it so that we could finish setting up the television. Sometimes people will request us to move their offices before even checking with their managers to make sure it is possible, which can lead to confusion. Despite these frustrating and discouraging moments, there have been far more important learning opportunities. 

There have been many challenging aspects throughout my internship that were overcome through perseverance and collaboration. One of the most challenging parts has been balancing effective communication, especially on the phone, with technical problem-solving/troubleshooting. I have studied computers my entire life and am surrounded by people in my department who have done the same. So, it is a given that we understand the issue and solution usually a lot quicker than others. It can sometimes be aggravating trying to explain an issue or solution to someone with low digital literacy. It is especially aggravating when all they want to do is rant about the issue and don’t want to listen long enough to even attempt a solution. My classes have Old Dominion University and experience throughout this internship has taught me to be patient and let them rant. Sometimes they can give key clues that will tell you what exactly is wrong and make them feel heard. Another major challenge that I experienced throughout my internship was learning to balance multiple issues at once. Sometimes, manning the support line, email, and juggling prior tasks like setting up a computer is overwhelming to say the least. It’s crucial to stay cool-headed and not take any frustration out on anyone undeserving, especially in a professional setting. If my manager is free, he is always willing to help me out when things get busy. It’s always important to remember what things should take precedence. For example, I think the two most important things are ensuring that students have the access they need to complete work and making sure faculty and staff aren’t having any issues that could interfere with class time or their ability to assist students. It can be difficult to decide which to do first, but I am blessed with thoughtful coworkers who are willing to step in when necessary. 

One of the best recommendations I can give to future interns is not to be afraid of putting the knowledge and skills they have developed to use in the real world. There is a bit of a learning curve, but practical hands-on experience will teach you something that books will never be able to. Another is to strengthen your customer service skills because most entry-level positions will require it. As an IT Helpdesk Technician especially you must learn to communicate with a lot of different people in age a digital literacy. Don’t be afraid to ask for help when you are feeling overwhelmed. Our field requires collaboration, and there are some things you can’t do alone. Studying and doing an internship at the same time is a lot, but I think it helped me develop a deeper understanding of networking concepts and cybersecurity fundamentals. I thought it was neat and exciting seeing something I read about for class being used in the real world. It helped me build connections between systems and fortified my understanding. Get used to keeping detailed and organized documentation. They are essential and a lifesaver when it comes to redundant processes and saving time. Practice time management and prioritization. In this type of position, you often must decide which issue should be resolved first. You should always put some thought into this in case a manager asks why you made that decision. Time management is also important because work builds up fast, as you’ve probably learned from schoolwork. Most importantly, always stay professional towards everyone you encounter on the job. Word travels fast on how you treat others, especially in an organizational environment where people love to gossip. Treating others poorly will lead to others thinking negatively of you before they even meet you. If it is a job you want to keep, always treat others as you want to be treated. 

My main takeaway from this internship experience at Southwest Virginia Community College is that even the lowest positions, like an IT Helpdesk Technician, play a critical role in maintaining the security posture and serve as the first line of defense. Although we handle the “small” tasks, it is still part of keeping the organization operating smoothly and fulfilling. This internship has reinforced the idea that this is what I want to do career-wise and has inspired me to push through the remaining coursework because I can now see the finish line. This internship has introduced me to many roles in the information technology and cybersecurity fields. I now have a better understanding of what to expect in future roles and what aspects of the job most intrigue me. My time spent as an IT Helpdesk Technician helped me realize that technical skills are not enough alone, but it’s about combining them with soft skills like strong communication, patience, and collaboration. I now know what professions I wish to pursue in the future and the tools and experience that will help me get there. I plan on applying for similar positions, part-time or full, and specifically want a remote job if possible. This is a field that requires constant learning, which is something I love anyway. I plan on getting my CompTIA A+, Security+, and Network+ certifications before I graduate to raise my chances of landing a job.