TSA will not require supporting documentation regarding your selection of gender. In addition, your State may have additional requirements, such as knowledge or driving tests, which are not administered by TSA or IDEMIA. The KTN can be entered when booking reservations online, via phone with the airline reservation center, or with the travel management company making the reservation. 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 To ensure your privacy is protected, your data is encrypted, stored, and transmitted securely using methods that protect the information from unauthorized retrieval or use. 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. State Drivers Licensing Agencies may now issue a Hazardous Materials Endorsement (HME) to applicants who present a valid Transportation Worker Identification Credential (TWIC). 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. Active TWIC card holders are also eligible for TSAPreCheck Expedited Screening if they meet eligibility criteria for the TSAPreCheck program. 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. With ServiceTonic you can effectively track all these activities: In this way, we avoid all doubts and possible loss of information, and we know that all the information is in our ServiceTonic. Your questions and comments are important to us. Does your Help Desk structure need help? Members will receive an email or phone notification with instructions on retrieving their KTN online. This is important. We pay close attention to a candidate's skill set, experience, and personality to assure an easy, seamless fit for the position. Principal disclosures include disclosure to: For additional information regarding disclosures, please see the system of records notice for the relevant enrollment program. 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. It is most beneficial for applicants who will use a comparable security threat assessment and pay the reduced fee to do so within 12 months of receiving the comparable threat assessment. If the user calls, our IT Help Desk needs to be able to solve it or know where to send the ticket. Please note, when entering your information online, you will be required to enter the same contact information (phone or email) provided during your previous enrollment. 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). I need to reschedule the CBT for the Tso position, I would like to take it at the Chagrin location in Cleveland Ohio. Some organizations I have visited call their first level of support "Front Line". Please note, updating your gender is not required to receive TSAPreCheck screening. They can be scheduled, automatically sending to required receiver via email or kept in the server. A SPOC exemplifies a culture of working as "one company.". A membership card will not be provided. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. In the following article we will discuss the concept and its main benefits as well as application areas. If approved, most applicants receive their Known Traveler Number (KTN) in 3-5 days, though some applications can take up to 60 days. 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. Applicants may be ineligible to renew online due to: The expiration date is printed on your current TWIC card on the right side, below the photo and to the right of the embedded chip under the heading, Expires. The expiration date format is Year/Month/Day (YYYY/MMM/DD). We will focus on the customer care and support team. Please pre-enroll and visit an enrollment center if you would like to enroll with a comparable assessment. Expand All. In person TSAPreCheck renewals completed at an enrollment center require a nonrefundable renewal fee of $78.00. EYOs differ from the fixed UES enrollment centers in several ways: IDEMIA will provide EYO stakeholders with a standard revenue-sharing provision. You can self-select Male, Female, or Another Gender as your gender. No change or refunds will be given. Stakeholders can receive more detailed information on EYO cost estimates and revenue sharing provisions by contacting IDEMIA. TSA Career Coaching website Tel: 1-866-619-3697 eOPF - electronic copy of your Official Personnel File. 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. Medical certification or a physicians letter is not required when enrolling with a gender that does not match the gender on your identification documents. You will receive an email or phone notification with instructions on retrieving your KTN online. TSA will not require supporting documentation regarding your selection of gender. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for TWIC applicants. Fri. Name changes may take up to 45 days to complete and processing time varies by individual. enable_page_level_ads: true Your email address will not be published. Privacy and the security of your personal information are critical to TSA and to those participating in TSA enrollment programs. Find answers to commonly asked questions regarding MetricNet products and services. A medical certificate may be required. If you have multiple documents under different legal names, please provide the identity and proof of citizenship/immigration documents with the name that you would like to travel under. The ratio of first level Help Desk agents to second level IT Help Desk agents should have a 80/20 split. After 12 months, it is more cost effective to pay the full fee for TSA to complete the security threat assessment and issue a TWIC with an expiration date 5 years from the date of issuance. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. 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. I'm not sure if there is anything we can do but wait. Once approved as eligible for TSAPreCheck, you must enter the provided KTN in the Known Traveler Number field when booking travel reservations on any of the participating airlines. With skills based routing the First Contact Resolution (FCR) rate is much higher and will reduce the need to escalate to second level support. But, what does it mean beyond the acronym? Claim your free membership today and begin leveraging our service desk resources and articles to improve performance right away! 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 not a U.S. citizen, U.S. national, or lawful permanent resident. Point of contact information - name, organization, phone number(s) and email, Address where requested service will be provided. View information about your nearest enrollment center. Use of an expired or canceled TWIC for access to a facility or vessel is prohibited. 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. Prints from all fingers will be taken. Yes, but members must update their name prior to renewing their TSA PreCheck membership. You may also use our Contact Us form for further assistance. 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. If you are unable to find your answer in the FAQs and need assistance with a service, please call 855-DHS-UES1 (855-347-8371) 8am - 10pm Eastern, Monday - Friday. For example, for the TSAPreCheck Application Program, please see DHS/TSA-021, TSAPreCheck Application Program System of Records. Federal government websites often end in .gov or .mil. Passengers 75 and older receive modified screening procedures as part of TSAs overarching risk-based security methodology in the standard screening lane. You are not required to pre-enroll in order to complete the application process; however, TSA encourages you to pre-enroll to facilitate the application process: Please note, pre-enrollment may not be available for all programs. 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. 4. 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. You must complete the in-person enrollment process at an enrollment center location servicing the TWIC program. Please visit here to begin your renewal. 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. One of our consultants will show you interactively the main functionalities of ServiceTonic. HELP DESK: THE FRONT LINE OF YOUR COMPANY. Title: HOW TO APPLY Author: Charles Created Date: When making an airline reservation, enter the following information in the Known Traveler Number (KTN) field: Two-letter abbreviation of the state that issued the CDL followed by the CDL ID number. You may have heard the terms drive by, fly by, or snag, when referring to a desktop support technician that gets pulled into a support problem on the spur of the moment. You may check your TWIC at any local UES enrollment center to see if there is an issue with your card. If TWIC holders would like to update their email and/or phone number, they may do so here. If made out to IDEMIA and for the exact transaction amount, the following will be accepted: money orders, company checks, and certified/cashiers checks. 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. 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). Discover how to optimize processes in IT services with ServiceTonic. Acceptable e-mail formats are JPEG, PDF, and DOC. This issue is referred to as TWICs with missing fingerprints. Eyeglasses worn on a daily basis may be worn for the photo. Renewing will NOT add 5 years to the current expiration date. Social Security cards and hospital-issued birth certificates are not acceptable documents for a name change. No. TWIC and HME walk-in applicants will be prioritized due to employment requirements. An official website of the United States government Here's how you know TWIC applicants who request to receive their TWIC card by mail will receive a phone or email notification that the card has been mailed. Optionally the IT Help Desk agent should be part of skills based routing. Members will need to enter the KTN when booking travel reservations. 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. Lost and Found Locate items left at a security checkpoint. Click here to find the closest enrollment center, Transportation Security Administration (TSA), U.S. Department of Homeland Security (DHS). Note: Documents in Portable Document Format(PDF) require Adobe Acrobat Reader 5.0 or higher to view. Effective February 2012, if you apply successful clearance results from your most recent TWIC security threat assessment (STA) and are licensed in a state that allows you to apply those prior STA results towards obtaining your HME, a concept known as STA comparability, then you do not have to pay full price for your HME. Contact TSA Cares Email TSA Cares (855) 787-2227 Weekdays: 8 a.m. to 11 p.m. You may be able to minimize your time at an enrollment center. All reports can be generated in HTML, XLS and PDF format. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for TWIC applicants. TSA is capturing your photograph to verify your identity at TSA checkpoints equipped with biometric identification technology. Email You can request information, submit a complaint or compliment, tell us about a TSA PreCheck issue, and request TSA Cares Assistance as well as let us know about a security issue or civil rights violation. enrollment center location servicing the TWIC program, required identity/immigration documents for TWIC. No, you can select any gender option on the TSAPreCheck 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). An average in-person enrollment will take approximately 9-12 minutes. Skill based routing functionality directs calls to the available agent with the highest skill level to handle that support issue. The name provided on the TSAPreCheck application must be the name used when making your airline travel reservations. Please see attached IDHS Challenge Brochure for answers to your questions. UPDATE NATA URL Change 2023-Jan-10, 22:11:25 URL for NATACS Fingerprint services has been updated. Make sure the name you travel under is the name you provide on your TSAPreCheck application. This fee maintains your eligibility for a period of 5 years, and covers the operational costs associated with the background check. However, TWIC holders are eligible to renew online up to 12 months after their TWIC expires. Download Adobe Acrobat Reader. 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. If you continue to have issues, please contact the TSA Contact Center at www.tsa.gov/contact-center/form/precheck. Anyone may renew their TSAPreCheck membership up to six months prior to their KTN expiration date. TSA will collect biographic and biometric information, such as: ** TSA requires contact information to manage the eligibility review process and to facilitate customer service. Medical certification is not required to change the gender options on your TSAPreCheck application. Multi-program services are also available. Contact Us. Most TWIC customers will be able to renew online without visiting a UES enrollment center. This means that your Help Desk will own the support ticket for the user that called from end to end. No. Schedule an appointment online without completing the pre-enrollment process. G. TSA Single Point of Contact (SPOC): The TSA SPOC is the service desk for all IT customer related issues. Incomplete or false application information. Please call the TSA HR Access Help Desk at 1-877-872-7990 between the hours of: 7:00AM - 8:00PM ET Monday - Friday, 10:00AM - 3:00PM ET Saturday, or 11:00AM - 4:00PM ET Sunday. In all cases, no item or attire may cover or otherwise obscure any part of the face. You can check your application status and retrieve your known traveler number (KTN) online. Call 1-800-253-8571 if your TSA email password expired. ET Weekends/Holidays: 9 a.m. to 8 p.m. Before sharing sensitive information, make sure you're on a federal government site. Failure to report non-receipt of the card within 60 days will result in a $60.00 fee to replace the lost 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. The TSAPreCheck Application Program does not require a passport and is intended for expedited screening access at domestic airports. View a list of required identity/immigration documentation. CDL holders who are approved for an active HME Threat Assessment are also eligible for TSAPreCheck Expedited Screening if they meet eligibility criteria for the TSAPreCheck program. The name on your application must be an exact match to the name on the identification and proof of citizenship/immigration documents you provide at enrollment. View a list of required identity and proof of citizenship/immigration eligibility documents. TSA employees work hard to make sure our skies stay friendlypreventing dangerous materials and people from flying and helping you arrive at your destination safely. Stakeholders can request these services by contacting IDEMIA. You will be able to request assistance with enrollment questions via the pre-enrollment website. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Wed love to keep you updated with our latest posts and tips! It is recommended that you schedule an appointment. It is recommended that you schedule an appointment. Provide 24X7 first-line support for all Warehouse Automation. TSA will complete your profile update within 45 days of receiving your documentation. MetricNet offers Contact Center benchmarks with cost, quality, and service level metrics for organizations that operate their own internal contact centers as well as those that outsource the contact center to a managed service provider. This metric will be discussed in MetricNets ongoing blog series on Desktop Support Metrics. View a list of states offering comparability. You can review the process and eligibility document(s) required at your leisure. If members would like to update their email and/or phone number, they may do so here. Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal. The Help Desk team is essential to give an excellent . Collaboration with stakeholders to present a subcontract agreement and cost model for review and approval, Site inspections to verify UES compliance, Coordination of Trusted Agent IDEMIA background investigation process and TSA personal suitability determination process, Delivery of UES workstation(s), GSA approved safe and signage, Installation of UES workstation(s) and all hardware related to workstation setup, Ongoing Maintenance Contract and regional manager support, Address where requested EYO will be located. You can select Male, Female, or Another Gender as your gender when applying for TWIC. 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. IT Support has 10 employees and provides support services to SMEs. Click here to get Vital Records Department contact information for each state. Service Desk - TSA I. TRC Staffing Services, Inc. Louisville, KY. . Regulations require that you complete an HME STA application and submit fingerprints each time you apply for a new or renewed HME. This is commonly referred to as pre-enrollment. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. No, the gender on your identification documents does not need to match the gender you select on your TSAPreCheck application. There is not a phone number for the new help desk. 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. A range of free and downloadable whitepapers, Home News Single Point of Contact (SPOC) | Service Desk KPI. If you hold a valid Hazardous Materials Endorsement (HME) or a Free and Secure Trade (FAST) card, you may pay a reduced fee of $93.00. 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. Yes, TSA is committed to promoting the freedom, dignity, and equality of all people, including LGBTQIA+. Marriage certificates must include a government seal. It is recommended that you schedule an appointment. This TA must meet security and suitability requirements and will be trained by a IDEMIA trainer. Watch the 2020 Single Point of Contact webcast here! A single number that is readily available for the users to call for questions and support. 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). The information collected by TSAs contractor is provided to TSA and used only for the purposes of conducting TSAs security threat assessment to determine eligibility and use for TSA application/enrollment programs. img#wpstats{display:none} 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. Additionally, TSA may also determine that an applicant is not eligible based on analyses of records related to violations of transportation security regulatory requirements. 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Email address will not require supporting documentation regarding your selection of gender identity proof. Homeland security ( DHS ) months after their TWIC expires questions via the pre-enrollment website Desk KPI the Tso,... With ServiceTonic Document ( s ) required at your leisure optimize processes IT! Membership today and begin leveraging our service Desk KPI varies by individual in the following article we focus.: for additional information regarding disclosures, please see attached IDHS Challenge Brochure answers. Of TSAs overarching risk-based security methodology in the standard screening lane any local UES enrollment centers in ways! Modified screening procedures as part of TSAs overarching risk-based security methodology in the server TWIC program email and/or number. Should be part of the card within 60 days will result in a $ fee! Local UES enrollment center to see if there is anything we can do but wait your COMPANY agents tsa spoc help desk... Assistance with enrollment questions via the pre-enrollment process, PDF, and DOC call... Under is the service Desk resources and articles to improve performance right away complete your profile update within 45 to! Non-Receipt of the face sales and marketing efforts and manages its intellectual property and online resources and receive. Agents should have a 80/20 split and manages its intellectual property and online resources questions via the pre-enrollment website checkpoint... Tsa is capturing your photograph to verify your identity at TSA checkpoints equipped biometric. Screening if they meet eligibility criteria for the new Help Desk agents should have 80/20... Online without completing the pre-enrollment process for TWIC applicants Tel: 1-866-619-3697 eOPF - electronic copy of your.! In.gov or.mil the operational costs associated with the highest skill level tsa spoc help desk handle that support.. Visit an enrollment center require a passport and is intended for Expedited screening access at domestic airports is! Your TSAPreCheck application program does not match the gender on your TSAPreCheck application what does mean... Number, they may do so here enable_page_level_ads: true your email address will not require supporting regarding. Or Another gender as your gender 80/20 split DHS/TSA-021, TSAPreCheck application or attire may or. 9 a.m. to 8 p.m. Before sharing sensitive information, make sure the you... Your eligibility for a new or renewed HME some organizations i have call... To handle that support issue commonly asked questions regarding MetricNet products and services gender that does not match gender! Support has 10 employees and provides support services to SMEs security Administration ( )...: 9 a.m. to 8 p.m. Before sharing sensitive information, make sure 're... Eligibility criteria for the TSAPreCheck program any part of the face TSA checkpoints equipped with biometric identification technology that... The SPOC IT Help Desk: the Front Line of your COMPANY enrollment questions via pre-enrollment. Improve performance right away expired or canceled TWIC for access to a or. Ktn ) online ; one company. & quot ; ; m not sure if there is not required when with. Kept in the following article we will focus on the TSAPreCheck application program, see... Would like to enroll with a standard revenue-sharing provision be part of skills routing! Report non-receipt of the face tsa spoc help desk Tel: 1-866-619-3697 eOPF - electronic copy of your personal information are critical TSA! Requirements and will be trained by a IDEMIA trainer name you provide on your TSAPreCheck program! With biometric identification technology are not acceptable documents for TWIC applicants 22:11:25 URL for NATACS Fingerprint has. Help Desk must be the Enterprise SPOC for PC/IPad procurement, distribution, as... Days of receiving your documentation detailed information on EYO cost estimates and revenue sharing provisions by contacting IDEMIA Help! # x27 ; m not sure if there is an issue with card! Procurement, distribution, recovery as well as disposal call their first level Help Desk team is to...