The name you use for enrollment must match EXACTLY with the documents you provide for identity verification (valid Photo ID) and proof of citizenship, as well as the name you use when booking airline travel reservations. The Service Desk Analyst is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. The IT service desk acts as Single Point of Contact (SPOC) between IT users and an organization's IT department. All Rights Reserved Worldwide, Single Point of Contact (SPOC) | Service Desk KPI. Active TWIC card holders are also eligible for TSAPreCheck Expedited Screening if they meet eligibility criteria for the TSAPreCheck program. TWIC Apply for a TWIC card. IT Support, Technical Support. Cards that are affected by this issue will not work with TWIC readers if the reader requires matching a person's fingerprint to the encrypted fingerprint information on the card. 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. HELP DESK: THE FRONT LINE OF YOUR COMPANY. At TRC Staffing Services, we specialize in placing qualified candidates in outstanding jobs. It is recommended that you schedule an appointment. For more information, please visit: https://www.tsa.gov/sites/default/files/tsa_precheck_for_twic-faqs.pdf. For clarification, a ball cap, knit cap, or non-religious scarf or handkerchief is not considered religious headgear. (adsbygoogle = window.adsbygoogle || []).push({ If you work for (or are retired from) No. They can be scheduled, automatically sending to required receiver via email or kept in the server. If not expired, your previous TWIC card will be canceled after you receive your renewal TWIC. Claims Submit a claim for lost/damaged items or personal injury. Stakeholders can request these services by contacting IDEMIA. Appointments are recommended but not required. 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. This issue is referred to as TWICs with missing fingerprints. The value of SPOC is that it brings order, discipline, and consistency to the support process. TWIC applicants who request to receive their TWIC card by mail will receive a phone or email notification that the card has been mailed. There is no TSAPreCheck Application Program card. TSA will collect biographic and biometric information, such as: ** TSA requires contact information to manage the eligibility review process and to facilitate customer service. You can review the process and eligibility document(s) required at your leisure. ET Weekends/Holidays: 9 a.m. to 8 p.m. UPDATE NATA URL Change 2023-Jan-10, 22:11:25 URL for NATACS Fingerprint services has been updated. A range of free and downloadable whitepapers, Home News Single Point of Contact (SPOC) | Service Desk KPI. Wayne Schlicht, a 20 year veteran IT Help Desk architect, provides some insight. It is recommended that you schedule an appointment. You can select the gender on your TSAPreCheck application that is most appropriate for you Male, Female, or Another Gender. If your program allows for pre-enrollment, you can be fingerprinted the same day, usually within one hour or less after completing the online form. A membership card will not be provided. Interested applicants must visit an enrollment center servicing the TSAPreCheck application program to provide the required biographic information and valid identity/citizenship documentation. Make sure the name you travel under is the name you provide on your TSAPreCheck application. application process, please review a JOA very carefully. Passengers 75 and older receive modified screening procedures as part of TSAs overarching risk-based security methodology in the standard screening lane. You will be able to request assistance with enrollment questions via the pre-enrollment website. If you are a TWIC card holder, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. Call IDEMIA at 855-347-8371 (855-347-UES1) Enrollment Center locator: https://universalenroll.dhs.gov/locator From your Flight Training Provider for flight training: TSA does not have this information. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. Note: Documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view. 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). 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. A medical certificate may be required. The assigned KTN must be used when booking travel. 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. Acceptable e-mail formats are JPEG, PDF, and DOC. Please visit here to begin your renewal. Federal government websites often end in .gov or .mil. You may select your preferred gender during enrollment, even if the gender selected does not match the provided documentation. Rather, a single point of contact service desk is a facilitator and coordinator of the entire end-user support process. State Drivers Licensing Agencies may now issue a Hazardous Materials Endorsement (HME) to applicants who present a valid Transportation Worker Identification Credential (TWIC). 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. Individuals in this category may still choose to enroll in order to receive the full benefits of TSAPreCheck expedited screening. 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). They are responsible for resolving the tickets that can be resolved at level 1, and expeditiously dispatching tickets that cannot be resolved at level 1 to the most appropriate source of support. 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. 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. Service Desk - TSA I. . This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. 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. You will be required to provide the necessary identity/immigration documentation and submit fingerprints during your in-person enrollment. Please contact the Vital Records department in the state you were born. There are three ways to schedule an appointment: The TSAPreCheck Application Program requires a nonrefundable enrollment fee of $78.00. Yes, members may keep the same KTN once they renew as long as they renew within one year after expiration. Most TSA UES enrollment centers will accept walk-ins for TWIC applicants. If you are a TWIC card holder, you may call (855) 347-8371 weekdays, between 8 a.m. and 10 p.m. 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. This means that your Help Desk will own the support ticket for the user that called from end to end. For example, if you have one document with a first name of John and a second document with the first name of Jonathan, then you should present whichever acceptable identity document (and supporting document if needed) that contains your current legal name which you will list when making travel reservations. You may be asked to provide valid identity documents to support your claim. You may also check your application status online. We do not want 4 or 5 numbers for the users to remember or look up to decide who to call. Through the EYO program, stakeholders (such as local governments and private companies) have the ability to acquire UES enrollment and activation equipment for the purpose of enrolling their populations. Most TWIC customers will be able to renew online without visiting a UES enrollment center. Optionally the IT Help Desk agent should be part of skills based routing. 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. All documents must be legible please ensure no glare. Billing and collection unit, depending on the size of the company, may or may not have solutions for billing and collection. Please visit www.fts.tsa.dhs.gov for information on the application process. Customers from all states may contact TSA Customer Service at 833-848-4759 or email HME.question@tsa.dhs.gov for STA status updates. You must complete the in-person enrollment process at an enrollment center location servicing the TWIC program. Find answers to commonly asked questions regarding MetricNet products and services. 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. 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. ET 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. To make an appointment for card pick-up, you must first check the status of your card. Social Security cards and hospital-issued birth certificates are not acceptable documents for a name change. Click here to see if your card was affected. Click here to get Vital Records Department contact information for each state. You can check your status online at any time. Contact your flight training provider. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. No. Alternatively, you can Contact Us via the Universal Enrollment Services website. 2022 Metricnet, Llc. Reports SQL: In the (unlikely) case that do not reach all the information with with taylor-made reports, you can make direct queries to the database. Bring your TWIC to an enrollment center to have the PIN reset at no cost. ET Weekends/Holidays: 9 a.m. to 8 p.m. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. TSAs fingerprint collection procedures conform with FBI criminal history records check request requirements, which include standards and guidance for submitting requests for individuals with amputations and other circumstances that prevent a ten-finger biometric submission. For wheelchair assistance, please contact your airline. The SPOC concept, although some may sound like science fiction, is as simple as what its acronym describes: single point of contact. See May I renew my TWIC if my name has changed? for a description of how you can update your name with TSA. For example, an individual may have a US birth certificate (proof of citizenship) with their maiden name and a drivers license (proof of identity/valid Photo ID) with their married name. Prints from all fingers will be taken. Dark glasses or nonprescription glasses with tinted lenses are not acceptable unless they are needed for medical reasons. Applicants have the option to pre-enroll online to provide initial biographic information and make an appointment before visiting an enrollment center. Legal name change that has not been reported to TSA. This is an invalid form of submission. They are available Monday Friday, 8AM 10PM Eastern Time. Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal. Your questions and comments are important to us. 4. Copyright 2023 | WordPress Theme by MH Themes, Single Point of Contact (SPOC) IT Help Desk, 7 Help Desk Support Ticket Handling Best Practices, 8-point Help Desk Quality Assurance Checklist, The Top 8 First Contact Resolution Best Practices, 14 Help Desk Best Practices: How to Achieve Service Excellence in 2022, Help Desk Ticket Categories: CREATE Help Desk ticket classification. But, what does it mean beyond the acronym? You will receive an email or phone notification with instructions on retrieving your KTN online. SPOC Service or Agency Point of Contact SSM Site Security Manager SSN Social Security Number TA Trusted Agent . After one year, the person will be considered as a new enrollee and will receive a new KTN if approved. No. Respectfully, TSA Human Capital" 7 Related Topics 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. 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