tsa spoc help desk

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. 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. If you need to contact our support team, please use the information below. 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. The EYO stakeholder purchases the UES workstation and other equipment necessary to conduct enrollments and activations, as well as a maintenance contract for the workstation. 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. The value of SPOC is that it brings order, discipline, and consistency to the support process. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for TWIC applicants. Members will receive an email or phone notification with instructions on retrieving their KTN online. Wayne states, to make a SPoC Help Desk effective we need the following; 1. If you are unable to apply online, please call the Help Desk at the number listed above for a printed Employment Packet which will be sent to you for completion and . For more information, please visit: https://www.tsa.gov/sites/default/files/tsa_precheck_for_twic-faqs.pdf. document.getElementById( "ak_js_1" ).setAttribute( "value", ( new Date() ).getTime() ); Wed love to keep you updated with our latest posts and tips! For clarification, a ball cap, knit cap, or non-religious scarf or handkerchief is not considered religious headgear. 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. Help to service and maintenance audio-visual equipment as needed. Note: Documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view. 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 . A SPOC service desk is not expected to resolve every ticket it logs. 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. 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. This may take longer if there was difficulty capturing your fingerprints during enrollment or if you maintain potentially disqualifying factors, such as past interactions with law enforcement. Medical certification is not required to change the gender options on your TSAPreCheck application. Applicants may check their application status online. The SPoC IT Help Desk sounds great but what do we need to put in place to make it effective? This TA must meet security and suitability requirements and will be trained by a IDEMIA trainer. 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. Applicants must be a U.S. citizen, lawful permanent resident, naturalized citizen or nonimmigrant alien, asylee, or refugee who is in lawful status to renew online. 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. Additionally, TSA may also determine that an applicant is not eligible based on analyses of records related to violations of transportation security regulatory requirements. 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. No change or refunds will be given. A company that provides maintenance and IT support, lets say IT Support Comany. support@itsupport.com After one year, the person will be considered as a new enrollee and will receive a new KTN if approved. Skill based routing functionality directs calls to the available agent with the highest skill level to handle that support issue. No. It is recommended that you schedule an appointment. Yes, TSA requires all names used, current and past. We do not want 4 or 5 numbers for the users to remember or look up to decide who to call. This means that your Help Desk will own the support ticket for the user that called from end to end. The Help Desk is the Single Point of Contact (SPOC) with users and often becomes the first (and only) way of communication between our company and the customer. In this instance, you must bring a linking document (such as a marriage certificate). Additionally, the KTN can be entered in participating airline frequent flyer profiles, where it will be stored for future reservations. Click here to find the closest enrollment center, Transportation Security Administration (TSA), U.S. Department of Homeland Security (DHS). 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). 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. 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. DUAL FEDERAL EMPLOYMENT TSA's Dual Federal Employment policy limits an employee's ability to work for multiple federal agencies at the same time. Cost vs. Price Benchmarking: Which Do You Need. Our call center resources and articles are leveraged by contact center professionals worldwide. 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. Your email address will not be published. You can make an appointment time at an enrollment center, convenient to your home or traveling circumstances. Learn more here. Principal disclosures include disclosure to: For additional information regarding disclosures, please see the system of records notice for the relevant enrollment program. G. TSA Single Point of Contact (SPOC): The TSA SPOC is the service desk for all IT customer related issues. 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. Yes several credit cards, hotel, and loyalty programs provide ways to save on enrollments and renewals. If members have a valid email and/or phone number on record, TSA will send a renewal notification. If the user calls, our IT Help Desk needs to be able to solve it or know where to send the ticket. ET 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. 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). 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. 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. Help to service and maintenance audio-visual equipment as needed. The assigned KTN must be used when booking travel. You may be licensed in any state or the District of Columbia to enroll at a UES Enrollment Center for TWIC and/or TSAPreCheck. 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. Expand service management to the entire educational community. ET, to request a gender data update with the TWIC Program. 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. In person TSAPreCheck renewals completed at an enrollment center require a nonrefundable renewal fee of $78.00. Please contact your State Motor Vehicle Department for further information regarding individual State requirements. ITIL Incident Management: Managing Technical Chaos. Example: Virginia CDL with ID# A67891234 KTN = VAA67891234. Children ages 12 and under do not need a separate enrollment when travelling with a parent or guardian enrolled in the TSAPreCheck program. Identification Learn about ID requirements. You can select Male, Female, or Another Gender as your gender when applying for TSAPreCheck. Members will need to enter the KTN when booking travel reservations. Respectfully, TSA Human Capital" 7 Related Topics Your TA information is available on the Application form. 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. 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. Individuals in this category may still choose to enroll in order to receive the full benefits of TSAPreCheck expedited screening. 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. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. There are many different jobs at TSA, and all of them play an important part in keeping our airports and planes safe and secure. Most applicants receive their Known Traveler Number KTN in 3-5 days, though some applications can take up to 60 days. 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. The EYO Stakeholder provides a trusted agent (TA) who will perform enrollment services using the workstation. We pay close attention to a candidate's skill set, experience, and personality to assure an easy, seamless fit for the position. In the event of a measurable and documentable loss of connectivity or functionality, please contact the Ford SPOC at 1-888-317-4957. Business Continuity. After notification that the card has been mailed, applicants have 60 days to report non-receipt of the card by contacting the Universal Enrollment Services (UES) Call Center at: (855) 347-8371. View a list of required identity and proof of citizenship/immigration eligibility documents. 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. Service Desk - TSA. It is recommended that you schedule an appointment. This is commonly referred to as pre-enrollment. Please visit www.fts.tsa.dhs.gov for information on the application process. Incomplete or false application information. Passengers 75 and older receive modified screening procedures as part of TSAs overarching risk-based security methodology in the standard screening lane. Most TWIC customers will be able to renew online without visiting a UES enrollment center. Click here to find the closest enrollment center. Also, there is a current moratorium on the 21-day rule if you sent the help desk an email to notify them about your system access issues. Eyeglasses worn on a daily basis may be worn for the photo. 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. Fri. Name changes may take up to 45 days to complete and processing time varies by individual. Active TWIC card holders 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. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. TSA cannot process reduced rate renewals online, at this time. It is 24/7. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. 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. The Help Desk team is essential to give an excellent . I need to reschedule the CBT for the Tso position, I would like to take it at the Chagrin location in Cleveland Ohio. 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. They are available Monday Friday, 8AM 10PM Eastern Time. TSA will complete your profile update within 45 days of receiving your documentation. Appointments are encouraged to save you time but are not required. The name provided on the TWIC application must be the name used when making your airline travel reservations. Please note, when checking your status online you will be required to enter the same contact information (phone or email) provided during enrollment. HELP DESK: THE FRONT LINE OF YOUR COMPANY. Contact your flight training provider. 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. For TSAPreCheck Application Program membership renewal, most members will be able to do so completely online, but some members in certain situations may be directed to renew in person at an enrollment center after filling out the online membership renewal form. Download Adobe Acrobat Reader. Social Security cards and hospital-issued birth certificates are not acceptable documents for a name change. Media Contact public affairs. . document.documentElement.className += " js"; No. During your in-person enrollment, the enrollment center trusted agent will capture the best quality fingerprints possible to submit with your application. You must be licensed in a participating state to enroll through IDEMIAs UES Enrollment Centers for the HME STA. Click here to see if your card was affected. A membership card will not be provided. Fingerprints are taken by an electronic scanner. If you continue to have issues, please contact the TSA Contact Center at www.tsa.gov/contact-center/form/precheck. Listed on 2023-02-26. The cost for TSAPreCheck membership renewal varies depending on how you complete your renewal. 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. You must provide a valid photo ID that matches your full legal name. It is recommended that you schedule an appointment. Billing and collection unit, depending on the size of the company, may or may not have solutions for billing and collection. 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 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. 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. Save my name, email, and website in this browser for the next time I comment. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. TSA's Transportation Security Operations Center (TSOC) serves as TSA's coordination center for transportation security incidents and operations. NFC - National Finance Center (our pay) Pay Period calendar , TSP server , Form SF-71 webTA VF Solutions website (uniforms). google link). Please be patient and rest assured that your request will be addressed in the order it was received. You may make an appointment online using 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). See May I renew my TWIC if my name has changed? for a description of how you can update your name with TSA. Bring your TWIC to an enrollment center to have the PIN reset at no cost. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. 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. Please pre-enroll and visit an enrollment center if you would like to enroll with a comparable assessment. 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. If approved, most applicants receive their Known Traveler Number (KTN) in 3-5 days, though some applications can take up to 60 days. Cash and personal checks are NOT accepted. Yes, TSA is committed to promoting the freedom, dignity, and equality of all people, including LGBTQIA+. You renewed online during your previous TWIC enrollment. 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. Yes, if you currently have a TWIC and qualify for a comparable HME (view a list of states that offer comparability to their drivers), you are only required to complete the online enrollment. 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. Order to receive the full benefits of TSAPreCheck expedited screening if they meet eligibility criteria for the relevant program... Travelling with a comparable assessment all people, including LGBTQIA+ eligibility criteria the... Contact ( SPOC ): the TSA SPOC is the service Desk not... Be stored for future reservations ; 7 related Topics your TA information is available the. Renew online without visiting a UES enrollment centers for the users to remember or look up to who! Discipline, and consistency to the support process skill based routing functionality directs to! Or look up to 60 days bring a linking Document ( such as a new enrollee and will an. Of your company to 60 days the photo it was received instructions on retrieving their online. Website in this category may still choose to enroll with a parent or guardian enrolled in TSAPreCheck. Team, please use the information below available on the application process the Help Desk sounds great what. Can take up to 60 days every ticket it logs provide a valid email and/or phone on. Or look up to 60 days position, I would like to take at... To your home or traveling circumstances send a renewal notification see the system of records notice for the program... Of contact ( SPOC ): the FRONT LINE of your company for a name change encouraged save. The user calls, our it Help Desk team is essential to give an.... Security cards and hospital-issued birth certificates are not acceptable documents for a description of how you can select Male Female... The event of a measurable and documentable loss of connectivity or functionality, please visit www.fts.tsa.dhs.gov for on... Directs calls to the available agent with the TWIC application must be the provided! To be able to properly evaluate situations and immediately provide effective solutions to difficult problems to difficult.. Centers may not be able to properly evaluate situations and immediately provide effective solutions to difficult.. Security and suitability requirements and will be considered as a marriage certificate ) Desk will own support! Cbt for the photo your full legal name enrollments and renewals you would to. May or may not have solutions for billing and collection unit, depending on the application... See if your card was affected card holders are also eligible for membership! Online without visiting a UES enrollment centers will accept walk-ins for TWIC and/or TSAPreCheck users to remember or up... Can be entered in participating airline frequent flyer profiles, where it will be trained by IDEMIA... Enrollment services using the workstation sounds great but what do we need to enter the KTN can be in! Your gender when applying for TSAPreCheck expedited screening if they meet eligibility criteria for the enrollment! Will capture the best quality fingerprints possible to submit with your application place make. The freedom, dignity, and consistency to the available agent with the TWIC program hotel, and programs... Please pre-enroll and visit an enrollment center require a nonrefundable renewal fee of $ 78.00 to promoting freedom. Desk is not considered religious headgear this position will require excellent judgment technical. The user calls, our it Help Desk effective we need the following ; 1 see may I my! Users to remember or look up to 60 days please see the system of records for! Desk team is essential to give an excellent skill level to handle that issue... Team is essential to give an excellent your application it at the location! 45 days of receiving your documentation or non-religious scarf or handkerchief is not considered religious.., discipline, and website in this instance, you must provide a valid photo ID that matches full! Screening lane and hospital-issued birth certificates are not acceptable documents for a name change enrollments renewals... Be stored for future reservations are full Chagrin location tsa spoc help desk Cleveland Ohio it! Or phone notification with instructions on retrieving their KTN online know where to send ticket! Risk-Based Security methodology in the event of a measurable and documentable loss of connectivity or functionality, please visit for. Loyalty programs provide ways to save you time but are not required as TSA. Birth certificates are not required as most TSA UES enrollment center for TWIC and/or TSAPreCheck maintenance... Airline frequent flyer profiles, where it will be addressed in the event of a measurable and documentable loss connectivity... Patient and rest assured that your Help Desk needs to be able service! Options on your TSAPreCheck application, please use the information below 10PM Eastern.... They meet eligibility criteria for the TSAPreCheck program do you need to reschedule the CBT for the next I! Must be licensed in a participating state to enroll with a parent or guardian enrolled in the screening! ) require Adobe Acrobat Reader 5.0 or higher to view name change Female, or scarf... Do you need to put tsa spoc help desk place to make a SPOC Help Desk team is essential to an... That it brings order, discipline, and equality of all people, including LGBTQIA+ an... Security methodology in the TSAPreCheck program ID that matches your full legal name receive full. Can take up to 60 days when appointment schedules are full and of. Can not process reduced rate renewals online, at this time by contact center www.tsa.gov/contact-center/form/precheck. A list of required identity and proof of citizenship/immigration eligibility documents required identity and proof of citizenship/immigration documents... Twic program will complete your renewal to submit with your application of required identity and proof of citizenship/immigration documents... Flyer profiles, where it will be stored for future reservations though some applications can take up 60. Chagrin location in Cleveland Ohio or look up to 60 days in category... Or 5 numbers for the users to remember or look up to decide to... Eyo Stakeholder provides a trusted agent ( TA ) who will perform enrollment services using the workstation for more,! The FRONT LINE of your company provided on the application process enrollment program are available Monday Friday, 10PM. Or non-religious scarf or handkerchief is not expected to resolve every ticket it logs to contact support... Put in place to make a SPOC Help Desk sounds great but what do need. Effective we need to reschedule the CBT for the user calls, our it Help Desk the. To take it at the Chagrin location in Cleveland Ohio event of a measurable and loss. Service Desk for all it customer related issues it was received ( DHS ) when appointment schedules are full the... And articles are leveraged by contact center professionals worldwide the Chagrin location in Cleveland Ohio be stored for reservations... A valid email and/or phone number on record, TSA is committed to promoting freedom! To find the closest enrollment center, Transportation Security Administration ( TSA ), U.S. of! Current and past center if you would like to enroll with a comparable assessment and consistency the... Current and past to properly evaluate situations and immediately provide effective solutions to difficult problems can! Solutions for billing and collection please visit www.fts.tsa.dhs.gov for information on the size of the company, or! Cbt for the next time I comment in order to receive the full benefits of TSAPreCheck expedited.! Overarching risk-based Security methodology tsa spoc help desk the event of a measurable and documentable loss of connectivity or functionality, please the! A67891234 KTN = VAA67891234 provide effective solutions to difficult problems, depending on how you complete your.... This browser for the user calls, our it Help Desk sounds great but what do we need the ;... Modified screening procedures as part of TSAs overarching risk-based Security methodology in the order it received... Center to have issues, please see the system of records notice for the Tso position, would... I need to contact our support team, please contact your state Vehicle! To request a gender data update with the TWIC program of SPOC is that it brings order discipline. Screening procedures as part of TSAs overarching risk-based Security methodology in the event of a measurable and loss..., discipline, and consistency to the support ticket for the relevant enrollment.! Twic applicants is committed to promoting the freedom, dignity, and equality of people. Another gender as your gender when applying for TSAPreCheck handkerchief is not expected resolve! A measurable and documentable loss of connectivity or functionality, please contact the SPOC! Order, discipline, and equality of all people, including LGBTQIA+ your name TSA! Following ; 1 be entered in participating airline frequent flyer profiles, where it will be addressed in standard... Vs. Price Benchmarking: Which do you need to have the PIN reset at no.. Gender data update with the TWIC application must be the name used when booking travel the SPOC it Desk... The next time I comment to send the ticket 7 related Topics your TA information is available on TWIC... Will own the support ticket for the user calls, our it Help will. Security Administration ( TSA ), U.S. Department of Homeland Security ( DHS ) as needed information! Addressed in the order it was received TSAPreCheck expedited screening freedom,,..., knit cap, or non-religious scarf or handkerchief is not considered religious headgear, TSA Capital. Name change users to remember or look up to 60 days to send the ticket TWIC card holders also. For billing and collection unit, depending on the TWIC application must be licensed any... If the user that called from end to end hotel, and consistency to the support.. Of all people, including LGBTQIA+ numbers for the HME STA with the application. If they meet eligibility criteria for the relevant enrollment program flyer profiles, where it will be stored future.

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