The fee maintains your eligibility for a period of 5 years, and covers the operational costs associated with the background check. Global Entry participants entering the UnitedStates proceed to Global Entry kiosks, present their machine-readable passport or U.S. permanent resident card, have their fingers electronically scanned, and make a customs declaration. Please visit www.fts.tsa.dhs.gov for information on the application process. You will be able to request assistance with enrollment questions via the pre-enrollment website. You should factor possible wait time when planning a visit to the enrollment site or make an appointment by calling the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). This metric will be discussed in MetricNets ongoing blog series on Desktop Support Metrics. This might happen, for example, when a technician is returning to their desk after completing a service request, and is snagged by a user who needs support for a particular issue right then and there. You may be licensed in any state or the District of Columbia to enroll at a UES Enrollment Center for TWIC and/or TSAPreCheck. Credit cards are the preferred method of payment and enrollment centers accept Visa, MasterCard, American Express, and Discover credit cards. View a list of required identity/immigration documents for HME. Some individuals may need to renew in person, for example, if the fingerprints provided during their initial enrollment were deemed low quality at time of enrollment, or if they have changed their name and have not gone through TSAs data update process. The IT Help Desk will need to ensure the communication flow is timely and consistent to keep users regularly informed and logs all interaction with them. Please note, TSA will not issue a reimbursement to applicants who attempt to enroll or renew in TSAPreCheck through a fraudulent website. If appointments are not immediately available at the enrollment center of choice, customers are encouraged to schedule an appointment at one of the alternate enrollment centers in the area. Users resolving the hosts ftpv3qa.gechub.ford.com and or ftpv3.gechub.ford.com . Individuals may renew up to six months before their expiration date to ensure they continue to see the TSAPreCheck indicator on their boarding pass when traveling within or from the U.S. EDI Help Desk Monday - Friday 6:00 AM EST - 6:00 PM EST: 3rd Level: Emergency escalation available via pager: . Renewing will NOT add 5 years to the current expiration date. These include security-related offenses at an airport, on board an aircraft (including assault, threat, intimidation, or interference with flight crew, physical or sexual assault or threat of physical or sexual assault of any individual on an aircraft), at a maritime port, in connection with air cargo, and other regulatory violations. This means that your Help Desk will own the support ticket for the user that called from end to end. Expand service management to the entire educational community. Service Desk - TSA. Your name has changed, and you have not updated your name with TSA prior to renewing. You will receive TSAPreCheck screening even if your current gender differs from the gender you provided when you enrolled in TSAPreCheck, as long as the name, KTN and date of birth on your reservation match the name, KTN and date of birth on record with TSA. Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal. The Service Desk Analyst is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. You can review the process and eligibility document(s) required at your leisure. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Please note that by choosing a reduced-fee STA in a state that offers comparability, the expiration date of your HME will be the same as your TWICs expiration date. An official website of the United States government Here's how you know No. TSA Help Desk: HC-ServeU@tsa.dhs.gov Best of luck in the hiring process. For clarification, a ball cap, knit cap, or non-religious scarf or handkerchief is not considered religious headgear. Male, Female, and Another Gender are the only gender options currently available. However, because the Security Threat Assessment (STA) is only valid for 5 years, the renewed TWIC will expire 5 years from the date of issuance. This is commonly referred to as pre-enrollment. If you are not sure which Trusted Traveler program is right for you, use the Department of Homeland Securitys interactive Trusted Traveler tool to compare the various programs. Yes, but members must update their name prior to renewing their TSA PreCheck membership. We do not want 4 or 5 numbers for the users to remember or look up to decide who to call. Individuals in this category may still choose to enroll in order to receive the full benefits of TSAPreCheck expedited screening. ET, to request a gender data update with the TSAPreCheck Application Program. TSA is capturing your photograph to verify your identity at TSA checkpoints equipped with biometric identification technology. Contact Contact Customer Service How can we help you? Passenger Support Request assistance with security screening. Individuals who apply for TWIC, including persons utilizing a non-binary and gender non-conforming identity document, may self-select Male, Female, or Another Gender as their gender when applying for TWIC. This will ensure a uniform service of consistent quality. To request a temporary enrollment service, stakeholders should contact IDEMIA. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. Most TWIC customers will be able to renew online without visiting a UES enrollment center. If an applicant has a record of any of the crimes identified in the eligibility requirements, they may choose not to apply, as the application fee is nonrefundable. Wayne states, to make a SPoC Help Desk effective we need the following; 1. You are always offered the option to apply for a full-fee HME STA if you determine it is more cost and time-effective to do so. Fingerprints are electronically captured at the enrollment center during in-person enrollment. MetricNet offers Desktop Support benchmarks with cost, quality, and service level metrics for organizations that operate their own internal desktop support groups as well as those that outsource desktop support to a managed service provider. Yes. This is an invalid form of submission. Incident Management Software | User Portal | Customer Survey | Chat | Chatbot | ForumTonic | Mobility | Email Notifications |Email Integration | Time Control, Dashboard | Customer Reports | Customer Survey | Dynamic Views | Knowledge base, Asset management and CMDB | Booking management | Automated Network Inventory | Preventive maintenance | QRTonic, Business rules and workflows | Aligned with ITIL | Service Level Management | Service Catalog | Contract management | Problem management | Agenda / Calendar, Email Servers | LDAP | CTI | Web Services API rest | Remote control | Monitoring apps | Geolocation. View a list of required identity/immigration documents for TWIC. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. If pre-enrollment is available for the program to which you are applying, you may make an appointment online during the pre-enrollment process. TSA will not require supporting documentation regarding your selection of gender. View a list of TSAPreCheck application program eligibility requirements. Prints from all fingers will be taken. It is recommended that you schedule an appointment. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. If TWIC holders would like to update their email and/or phone number, they may do so here. By pre-enrolling, you can ensure that your personal data is entered correctly from the comfort of your home, office, or other location. Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. Billing and collection unit, depending on the size of the company, may or may not have solutions for billing and collection. Does your Help Desk structure need help? No, you can select any gender option on the TWIC application, even if the gender you self-select does not match the gender on your supporting documentation (such as birth certificate, passport, or state ID). You may renew your TWIC up to one year prior to the expiration date printed on the TWIC card. You can check your application status and retrieve your known traveler number (KTN) online. It is recommended that you schedule an appointment. No, the gender on your identification documents does not need to match the gender you select on your TWIC application. No change or refunds will be given. enable_page_level_ads: true Individuals in this category may still choose to enroll in order to receive the full benefits of TSAPreCheck expedited screening when traveling alone. This means that your Help Desk will own the support ticket for the user that called from end to end. Payment must be made during in-person enrollment. For wheelchair assistance, please contact your airline. A company that provides maintenance and IT support, lets say IT Support Comany. Call (866) 289-9673 Automated information is available anytime in several languages. TSA will complete your profile update within 45 days of receiving your documentation. Ticketing software to optimize and improve customer service and support for companies in the financial sector. If you choose to password protect your attachments, please use your KTN as the password (letters must be capitalized). Cash and personal checks are NOT accepted. If you are hearing impaired and require assistance, please dial 711 for the Federal Relay. If you are a TWIC card holder, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. Offer a fast and efficient service to your clients with the help desk for insurance companies. All status updates and resolution follow up will be performed by the Help Desk Agent. If you are not receiving TSAPreCheck when you travel, please check your reservation to verify that your name, date of birth, and KTN (Known Traveler Number) are correct. Some TSA programs allow you to begin the enrollment/application process by entering biographic information online before visiting an enrollment center to complete the application process. The EYO stakeholder operates a private enrollment center meaning in which only applicants authorized by the EYO stakeholder can enroll at that location. Alternatively, you can Contact Us via the Universal Enrollment Services website. The cost for TSAPreCheck membership renewal varies depending on how you complete your renewal. ET, to request a gender data update with the TSAPreCheck Application Program. Service desk software can also handle the various user communications for any outages and planned updates. For more details on your application status, please log into your account at www.fts.tsa.dhs.gov. G. TSA Single Point of Contact (SPOC): The TSA SPOC is the service desk for all IT customer related issues. UPDATE NATA URL Change 2023-Jan-10, 22:11:25 URL for NATACS Fingerprint services has been updated. Applicants have the option to pre-enroll online to provide initial biographic information and make an appointment before visiting an enrollment center. You must provide a valid photo ID that matches your full legal name. The FBI to retrieve your criminal history record, TSA contractors or other agents who are providing services relating to the security threat assessments, Appropriate governmental agencies for law enforcement, or security purposes, or in the interests of national security, Issued by the city, county, or state of birth, List applicant's full name, date of birth, and place of birth, Signature of the city, county, or state registrar, Document illegible due to wear/tear or damage, Any birth document titled with the word "Registration" or "Notification", Foreign Birth document that is not an acceptable State Department record of birth abroad, State-issued document stating applicant was born in a foreign country, Puerto Rican Birth Certificates issued before July 1, 2010, "No Record Certification of Birth" document, Primary Contact information (telephone and/or email), Height, weight, eye color, and hair color, Citizenship and/or immigration status information and documentation. No. Most members will be able to renew completely online, but others may be directed to renew in person at an enrollment center after filling out the online membership renewal form. If you or someone you know believes they have fallen victim to a scam, report it to your local police department and file a report at the Federal Trade Commission's website, ReportFraud.ftc.gov. IT service desk helps in managing incidents and requests ranging from individual technical issues such as a slow PC to company-wide problems such as system outages or server downtimes. Additionally, TSA may also determine that an applicant is not eligible based on analyses of records related to violations of transportation security regulatory requirements. You will be required to provide the necessary identity/immigration documentation and submit fingerprints during your in-person enrollment. For the in-person fingerprint collection, TSA has procedures to accommodate individuals who are partial or full amputees or who may be unable to provide ten-finger fingerprints. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for TWIC applicants. You may also use our Contact Us form for further assistance. You may expedite the application process by completing an optional online TSAPreCheck pre-enrollment. Our sample reports are available for Service Desk, Desktop Support, and Contact Center peer group benchmarks, benchmarking data files, and industry benchmarks. If you choose the full-fee STA, your HME will be valid for up to five years in accordance with your States licensing rules. Individuals who apply for TSAPreCheck, including persons utilizing a non-binary and gender non-conforming identity document, may self-select Male, Female, or Another Gender as their gender when applying for TSAPreCheck. If you have legally changed your name and wish to enroll with your new legal name, you must provide a court-ordered name change document in addition to the required documentation from List A or List B. For example, for the TSAPreCheck Application Program, please see DHS/TSA-021, TSAPreCheck Application Program System of Records. On receipt of your renewal TWIC card, you are responsible for returning your previous TWIC to the address provided on the back of the credential or a UES enrollment center. Rather, a single point of contact service desk is a facilitator and coordinator of the entire end-user support process. In addition to providing enrollment services through a network of fixed enrollment center locations, IDEMIA provides similar services through the implementation of temporary locations. SPOC. Help Center. Note: Documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view. You are not a U.S. citizen, U.S. national, or lawful permanent resident. There is an issue with a number of TWICs that did not have encrypted fingerprint information loaded onto the card during the production process. Yes, but you must update you name prior to renewing your TWIC by calling customer service at 855-347-8371 between 8 a.m. 10 p.m. Eastern, Mon. The EYO Stakeholder provides a trusted agent (TA) who will perform enrollment services using the workstation. Skill based routing functionality directs calls to the available agent with the highest skill level to handle that support issue. If you are a TWIC card holder, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. Interested applicants must visit an enrollment center servicing the TSAPreCheck application program to provide the required biographic information and valid identity/citizenship documentation. Some TWIC holders may be directed to renew in person at an enrollment center after completing the online renewal form. ET Weekends/Holidays: 9 a.m. to 8 p.m. During your in-person enrollment, the enrollment center trusted agent will capture the best quality fingerprints possible to submit with your application. It is recommended that you schedule an appointment. You may also check your application status online. When making an airline reservation, enter the following information in the Known Traveler Number (KTN) field: The Credential Identification Number (CIN) is the eight digit number printed under the bottom left of the barcode on the back of the TWIC card. They are available Monday Friday, 8AM 10PM Eastern Time. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. TSOC uses the Web-Based Emergency Operations Center (WebEOC) incident management system to perform incident management, coordination, and situational awareness functions for all modes of transportation. You may call the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern) for assistance. Identification Learn about ID requirements. Support organizations that follow a SPOC model typically have lower costs, and higher customer satisfaction that those that do not follow a SPOC process. If the names on your documentation or enrollment do not match, you must provide a valid Photo ID with your current legal name and a name linking documentation such as an original or certified copy of a name change document to include marriage certificates and divorce decrees. Contact TSA Cares Email TSA Cares (855) 787-2227 Weekdays: 8 a.m. to 11 p.m. Download Adobe Acrobat Reader. A participating state is one of the 42 states plus the District of Columbia that has elected to have IDEMIA collect HTAP applicant information on behalf of its drivers who choose to apply for an HME security threat assessment. After one year, the person will be considered as a new enrollee and will receive a new KTN if approved. If you are a member of the TSAPreCheck Application Program, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. You can select Male, Female, or Another Gender as your gender when applying for TSAPreCheck. Please note that, when entering your information online, you will be required to enter the same contact information (phone or email) provided during enrollment. Most TSA UES enrollment centers will accept walk-ins for TWIC applicants. The name on the application and the name that you travel by MUST match EXACTLY to the valid Photo ID and proof of citizenship/immigration eligibility documents that you provide when you go to the enrollment center in-person. Please reach out directly to your state Drivers Licensing Agency to determine your eligibility for this benefit. Most applicants receive their Known Traveler Number KTN in 3-5 days, though some applications can take up to 60 days. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for TWIC applicants. With ServiceTonic you can effectively track all these activities: The person receiving the call records the request in ServiceTonic: Save the contact information, request information and actions performed. Name changes may take up to 45 days to complete and processing time varies by individual. Claim your free membership today and begin leveraging our service desk resources and articles to improve performance right away! Yes. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients. A medical certificate may be required. This fee maintains your eligibility for a period of 5 years, and covers the operational costs associated with the background check. Medical certification or a physicians letter is not required when enrolling with a gender that does not match the gender on your identification documents. Additionally, the KTN can be entered in participating airline frequent flyer profiles, where it will be stored for future reservations. One of our consultants will show you interactively the main functionalities of ServiceTonic. If not expired, your previous TWIC card will be canceled after you receive your renewal TWIC. Once the incidence is closed, can be assigned to another team to manage the billing and collection, and if there is any doubt about that, they will have all the information of the action taken by any agent. Click here to see if your card was affected. TSA: Cargo Certified Cargo Screening Program: ccsp@dhs.gov TSA: Freight and Rail: freightrailsecurity@dhs.gov TSA: General Aviation Secure Hotline 1-866-GA-SECUR (1-866-427-3287) TSA: Highway and Motor Carrier Division: highwaysecurity@dhs.gov TSA: Intermodal Security Training and Exercise Program (I-STEP) i-step@dhs.gov: 571-227-5150: TSA . ITIL Incident Management: Managing Technical Chaos. Cost vs. Price Benchmarking: Which Do You Need. TWIC Apply for a TWIC card. For example, if you present a U.S. birth certificate with your maiden name and a drivers license with your married name, you must also provide a marriage certificate that shows the link between the names on the birth certificate and the drivers license. In order to request an EYO service, stakeholders should contact IDEMIA. No, the gender on your identification documents does not need to match the gender you select on your TSAPreCheck application. Applicants may check their application status online. DUAL FEDERAL EMPLOYMENT TSA's Dual Federal Employment policy limits an employee's ability to work for multiple federal agencies at the same time. For Card holders with the newest version of the TWIC Card, the CIN is also embossed on the front of the card. This means that all IT issues, service requests, problems and incidents are first directed to the level 1 service desk to be logged in the ticketing system, and then either resolved at level 1 or dispatched to another source of support where the ticket can be resolved. TSA must validate, in-person, the authenticity of the HME (on a state-issued Commercial Drivers License (CDL)) or FAST card. If TWIC holders have a valid email and/or phone number on record, TSA will send a renewal notification. Example: Virginia CDL with ID# A67891234 KTN = VAA67891234, For more information, please visit: https://www.tsa.gov/sites/default/files/tsa_precheck_for_hme-faqs.pdf. Individuals may become eligible for TSAPreCheck as members of existing Trusted Traveler programs, including the TSAPreCheck application program, Global Entry, NEXUS, SENTRI, as well as individuals who have a Known Traveler Number and have been deemed eligible via other TSA initiatives. E-mail address for name change documentation: If e-mail is not possible, please fax these documents to 540-373-0620, and write your KTN on each document. Acceptable e-mail formats are JPEG, PDF, and DOC. You may make an appointment online via this website or by contacting the UES Call Center at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). We pay close attention to a candidate's skill set, experience, and personality to assure an easy, seamless fit for the position. An official website of the UnitedStates Government. Yes, TSA is committed to promoting the freedom, dignity, and equality of all people, including LGBTQIA+. In addition, your State may have additional requirements, such as knowledge or driving tests, which are not administered by TSA or IDEMIA. You are unable to pay with a credit card. A range of free and downloadable whitepapers, Home News Single Point of Contact (SPOC) | Service Desk KPI. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Many of our clients have come to rely upon MetricNets webcasts as an effective tool for training, coaching, and improving the skill sets of their IT and call center professionals. As of January 29, 2021, TSA stopped sending physical approval letters to applicants who complete the TSA HME STA process and are determined not to be a threat to transportation security. These IdentoGO centers are part of IDEMIA and are authorized as TSAs Universal Enrollment Services providers. Complete the optional pre-enrollment process. An average in-person enrollment will take approximately 9-12 minutes. TWIC cardholders are highly encouraged to renew online up to 12 months before their TWIC expires to avoid potential lapses in TWIC validity. Unless worn daily for religious reasons, all hats or headgear must be removed for the photo. Are unable to pay with a gender data update with the highest skill level to handle that support.. Application status, please dial 711 for the tsa spoc help desk application Program to provide initial biographic information and an! Equipped with biometric identification technology how you complete your profile update within days!, Female, and covers the operational costs associated with the highest skill level to handle that support.! In any state or the District of Columbia to enroll at a UES enrollment centers may not be able properly. All hats or headgear must be removed for the user that called from end to.! Desk Analyst is responsible for managing the Desktop support environment including minor server/network administration as needed support. Spoc for PC/IPad procurement, distribution, recovery as well as disposal the Enterprise SPOC for PC/IPad procurement distribution! 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