Protect Student Data from Help Desk Social Engineering

Why Education Is a Prime Target

September 12, 2025 – Educational institutions collect and store sensitive data about students, faculty and staff, including personal details, academic records, financial information and health data. This makes them attractive to cyber criminals. The FBI’s public service announcement warns that the widespread collection of student data may allow criminals to use the information for social engineering, bullying or identity theft. Attackers can target help desks at universities and schools to reset passwords, gain access to student portals or extract personal information.

Several factors contribute to the risk:

• High volume of users – Universities serve tens of thousands of students and faculty. The help desk handles constant password resets and access issues, creating opportunities for attackers.
• Seasonal spikes – Enrollment periods and exam seasons increase the volume of calls and pressure on staff. Attackers exploit these busy times to slip through verification processes.
• Student turnover – Students frequently join and leave the institution. New students may not be familiar with security protocols, making them vulnerable to phishing and vishing.
• Diverse support channels – Educational institutions often provide support via phone, email and in‑person visits. Inconsistent verification across channels can create gaps.

How Attackers Exploit Help Desks

Attackers use social‑engineering techniques to manipulate help‑desk staff:

• Impersonating students or parents – Attackers claim to be a student who forgot their password or a parent needing access to financial aid information. They may provide partial student IDs or addresses obtained from data breaches.
• Spoofing email and phone numbers – Using VoIP, attackers spoof legitimate university phone numbers or create email addresses that mimic official domains.
• Claiming urgent deadlines – Attackers pressure staff to reset passwords quickly due to scholarship deadlines, exam schedules or housing issues.

If help‑desk staff rely on knowledge‑based questions or caller ID, attackers can successfully gain access to student accounts and data.

Compliance Risks (FERPA and Beyond)

The Family Educational Rights and Privacy Act (FERPA) protects the privacy of student education records. It grants students rights to access their records and requires educational institutions to protect them. Unauthorized disclosure of education records can lead to loss of federal funding and reputational damage. The FBI encourages families and administrators to be aware of FERPA and other laws that protect student data.

Other regulations, like state data protection laws and HIPAA (for student health records), also impose requirements. Educational institutions must ensure that help‑desk processes comply with these laws by verifying identity and limiting disclosures.

Securing Student Data with Strong Verification

To protect student data from help‑desk social engineering, institutions should implement the following measures:

1. Identity proofing – Require users to verify their identity using secure methods. This may include scanning a government ID, taking a selfie and confirming possession of a registered device. Advanced verification technologies use AI and cryptography to prevent deepfakes.
2. Phishing‑resistant MFA – Encourage or require students and faculty to use FIDO2 passkeys or security keys for account access. Hardware tokens prevent credential theft and cannot be replicated by attackers.
3. Scripted workflows – Provide help‑desk staff with scripts that enforce call‑backs to numbers on file, verify identity through multiple factors and deny requests from unknown email addresses or phone numbers. For high‑risk scenarios, require supervisor approval.
4. Training and awareness – Educate help‑desk staff and students about social‑engineering tactics. Conduct vishing simulations and awareness campaigns during orientation. The FBI’s PSA advises families to research data protection laws, and institutions can provide guidance.
5. Monitoring and analytics – Log all account resets and data‑access requests. Use analytics to detect patterns of abuse, such as multiple reset attempts from the same number or unusual activity outside of business hours.
6. Secure communication channels – Encourage students and staff to use official portals or secure messaging for help‑desk interactions. Avoid sharing sensitive information over unsecured email or phone lines.
7. Policy alignment – Ensure that help‑desk policies align with FERPA, HIPAA and state laws. Review policies regularly and update them as threats evolve.

Conclusion

Educational institutions must protect student data from social‑engineering attacks targeting the help desk. Large user populations, seasonal spikes and frequent turnover create opportunities for attackers. By implementing strong identity proofing, phishing‑resistant MFA, scripted verification workflows, training and monitoring, universities and schools can secure student records and comply with laws like FERPA. Solutions like Trusona provide the tools necessary to verify callers and protect sensitive data, ensuring that the help desk supports learning without compromising privacy.