Travelers requiring special accommodations or concerned about the security screening process at the airport may ask a TSA officer or supervisor for a passenger support specialist who can provide on-the-spot assistance. Click here to see if your card was affected. However, there must be no reflections from the eyeglasses that obscure the eyes. Service desk software can also handle the various user communications for any outages and planned updates. The assigned KTN must be used when booking travel. Watch the 2020 Single Point of Contact webcast here! You do not have to pay when you submit your pre-enrollment application, but will need to submit payment at the enrollment center before your fingerprints are taken. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. Prints from all fingers will be taken. Job specializations: IT/Tech. TSA is capturing your photograph to verify your identity at TSA checkpoints equipped with biometric identification technology. See May I renew my TWIC if my name has changed? for a description of how you can update your name with TSA. The term SPOC refers to a Single Point of Contact support organization. A logical IT Help Desk structure is important to ensure your companys users know what support is available and how to contact IT Help Desk support. Will be the Enterprise SPOC for PC/IPad procurement . TWIC Apply for a TWIC card. 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. You are unable to pay with a credit card. 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. TSA may share information outside of the Department of Homeland Security (DHS) in accordance with the Privacy Act, 5 U.S.C. Offer a fast and efficient service to your clients with the help desk for insurance companies. You can select the gender on your TSAPreCheck application that is most appropriate for you Male, Female, or Another Gender. After one year, the person will be considered as a new enrollee and will be subject to the standard in-person enrollment process and fees. (For identification purposes, applicants must provide TSA a new photo, in-person, every 10 years.). It is recommended that you schedule an appointment. 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. Principal disclosures include disclosure to: For additional information regarding disclosures, please see the system of records notice for the relevant enrollment program. A medical certificate may be required. Some TWIC holders may be directed to renew in person at an enrollment center after completing the online renewal form. The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely. You may also check your application status online. Billing and collection unit, depending on the size of the company, may or may not have solutions for billing and collection. The enrollment process also requires the applicant to provide fingerprints, photo, and pay the enrollment fee. Skill based routing functionality directs calls to the available agent with the highest skill level to handle that support issue. You can select Male, Female, or Another Gender as your gender when applying for TWIC. Anyone may renew their TSAPreCheck membership up to six months prior to their KTN expiration date. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. The aim of SPOC is precisely to gather all inputs and manage in unified way, offering customers and users a single output or several, but always with a perception that their requests are being efficiently managed and aligned. http://www.tsa.gov/sites/default/files/resources/precheckapplicationprogram_factsheet.pdf, http://www.tsa.gov/sites/default/files/twic-hazmat_factsheet_072915.pdf, enrollment center location servicing the HME program, required identity/immigration documents for HME, view a list of states that offer comparability, View a list of states offering comparability, TSA HAZMAT Endorsement Threat Assessment Program website, https://www.tsa.gov/sites/default/files/tsa_precheck_for_hme-faqs.pdf, required identity and proof of citizenship/immigration eligibility documents, your nearest TSAPreCheck enrollment center, required identity/immigration documentation, optional online TSAPreCheck pre-enrollment, https://www.tsa.gov/sites/default/files/tsa_precheck_for_twic-faqs.pdf, Members may renew their TSAPreCheck membership here, Members may fill out the Service Status form here. The value of SPOC is that it brings order, discipline, and consistency to the support process. After one year, the person will be considered as a new enrollee and will receive a new KTN if approved. . 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. An IT service desk is a delivery mechanism that provides a single point of contact (SPOC) between IT organizations and end users. This TA must meet security and suitability requirements and will be trained by a IDEMIA trainer. You may be licensed in any state or the District of Columbia to enroll at a UES Enrollment Center for TWIC and/or TSAPreCheck. ); The Service Desk Analyst is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. Note: Documents in Portable Document Format(PDF) require Adobe Acrobat Reader 5.0 or higher to view. If approved, most applicants receive their Known Traveler Number (KTN) in 3-5 days, though some applications can take up to 60 days. Click here to get Vital Records Department contact information for each state. To expedite the application process, you may complete an optional online TWIC pre-enrollment. Using a tiered support structure also helps manage costs while minimizing downtime and disruption. Use the links below to find answers to many common questions: Help Information. You may be asked to provide valid identity documents to support your claim. We do not want 4 or 5 numbers for the users to remember or look up to decide who to call. Help Center. The gender on your identification document does not have to match the gender you select on your TSAPreCheck application. A SPOC exemplifies a culture of working as "one company.". Applicants must be U.S. citizens or lawful permanent residents who successfully complete a background check that examines criminal history, lawful presence, and any association with terrorism. 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. TSAs contracted Universal Enrollment Services provider, IDEMIA, manages the online web pre-enrollment application and the enrollment centers that collect biographic and biometric information for programs including TSAsPreCheck Application Program, Hazardous Materials Endorsement (HME) Threat Assessment Program (HTAP), and the Transportation Worker Identification Credential (TWIC) program. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. .recentcomments a{display:inline !important;padding:0 !important;margin:0 !important;}. You can select Male, Female, or Another Gender as your gender when applying for TSAPreCheck. Does your Help Desk structure need help? There is no TSAPreCheck Application Program card. Many enrollment centers may be listed as IdentoGO by IDEMIA enrollment centers. Here are the steps necessary to proceed with updating your profile: No, individuals will not receive TSAPreCheck on their boarding pass if their KTN has expired. Members must renew their membership before expiration in order to continue receiving TSAPreCheck on their boarding pass. IT Support, Technical Support. The Help Desk team is essential to give an excellent . EDI Help Desk Monday - Friday 6:00 AM EST - 6:00 PM EST: 3rd Level: Emergency escalation available via pager: . The TSAPreCheck Application Program does not require a passport and is intended for expedited screening access at domestic airports. Regulations require that you complete an HME STA application and submit fingerprints each time you apply for a new or renewed HME. Enrollment must be completed in-person at an enrollment center location servicing the TSAPreCheck application program. A foundational element for IT service management (ITSM), service desks handle the full lifecycle of IT service delivery, from managing service requests to resolving service issues and planning service upgrades. All documents must be legible please ensure no glare. 3. For Assistance. TSA's Transportation Security Operations Center (TSOC) serves as TSA's coordination center for transportation security incidents and operations. Full Time position. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for HME applicants. If you are a TWIC card holder, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. I had a un foreseen circumstance that caused me not to make my scheduled appointment. The enrollment center trusted agent will be able to access your pre-enrollment application during time of enrollment. Medical certification is not required. Yes, but members must update their name prior to renewing their TSA PreCheck membership. Click here to see if your card was affected. The security threat assessment is valid for a period of 5 years, but individual State licensing rules will determine the expiration of the HME on the commercial drivers license. 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. Claims Submit a claim for lost/damaged items or personal injury. document.documentElement.className += " js"; TSA Cares Submit a request for assistance through the TSA screening checkpoint. TSA will collect biographic and biometric information, such as: ** TSA requires contact information to manage the eligibility review process and to facilitate customer service. Please remember to bring a form of payment as well as applicable immigration/identity documentation based on the requirements for the program to which you are applying. You must fill out the HME application online or over the phone (depending on existing application procedures within the State in which you are applying) and confirm the TWIC STA is valid and there is sufficient time remaining prior to the TWIC expiration date (one year or four years depending on the state). For information about the Transportation Security Administration (TSA), go to https://tsajobs.tsa.dhs.gov. Help to service and maintenance audio-visual equipment as needed. Call 1-800-253-8571 if your TSA email password expired. If you choose to password protect your attachments, please use your KTN as the password (letters must be capitalized). Expand All. Check your inbox or spam folder to confirm your subscription. MetricNet offers Service Desk benchmarks with cost, quality, and service level metrics for organizations that operate their own internal service desks as well as those that outsource the service desk to a managed service provider. Department of Defense (DoD) Center Monterey Bay DSC User Help Desk: 800-372-7437 400 Gigling Road Seaside, CA 93955-6671 dodhra.dodc-b.dmdc.mbx.contractor-verification@mail.mil USMC United States Marine Corps (adsbygoogle = window.adsbygoogle || []).push({ 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. 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. The name provided on the TSAPreCheck application must be the name used when making your airline travel reservations. Respectfully, TSA Human Capital" 7 Related Topics This means that your Help Desk will own the support ticket for the user that called from end to end. 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. Most applicants will be able to renew online without visiting a UES enrollment center. Yes. If you pay the reduced fee, your TWIC card expiration date will be 5 years from the issuance date of the supporting FAST card or the expiration date of your current, unexpired HME. No. ET, to request a gender data update with the TWIC Program. 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. New on-demand training courses can be found here as well. HELP DESK: THE FRONT LINE OF YOUR COMPANY. Active TWIC card holders are also eligible for TSAPreCheck Expedited Screening if they meet eligibility criteria for the TSAPreCheck program. More than 50,000 industry professionals have registered for and viewed our webcasts on BrightTALK, and they are ranked among the best in the industry. These rogue requests happen in every organization, and there is a great temptation for technicians to provide support when asked, even if it means violating the SPOC support protocol. Make sure the name you travel under is the name you provide on your TSAPreCheck application. A SPOC service desk is ultimately responsible for ensuring that all tickets are resolved within the service levels that have been established for the organization. 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. Configured reports: These are tailor-made without programming nor touching DB. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. Complete the optional pre-enrollment process. You may also use our Contact Us form for further assistance. A SPOC service desk is not expected to resolve every ticket it logs. Most TWIC customers will be able to renew online without visiting a UES enrollment center. Yes, TSA requires all names used, current and past. Lost and Found Locate items left at a security checkpoint. What is a Service Desk? Learn more here. Service Desk - TSA I. . The UES Call Center can be reached via phone at 855-DHS-UES1 (855-347-8371) Monday through Friday from 8 AM-10 PM (Eastern). Success of the enterprise SPOC relies on having an organization that exhibits a culture of teamwork and trust, acting and working as one company. 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. Bring your TWIC to an enrollment center to have the PIN reset at no cost. You are eligible to receive TSAPreCheck screening even if your current gender differs from the gender you provided when you enrolled in TSAPreCheck, as long as the name and date of birth on your reservation match the name and date of birth on record with TSA. Tsa PreCheck membership please ensure no glare after completing the online renewal form at. You can select Male, Female, or Another gender as your gender when applying for TSAPreCheck Acrobat Reader or... To enroll at a Security checkpoint applicants must provide TSA a new KTN if approved or renewed HME be via! Please ensure no glare Portable Document Format ( PDF ) require Adobe Acrobat Reader 5.0 higher... 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