This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. To expedite the application process, you may complete an optional online TWIC pre-enrollment. We will focus on the customer care and support team. An official website of the UnitedStates Government. Will be the Enterprise SPOC for PC/IPad procurement, distribution, recovery as well as disposal. - Fri. Members will be able to see their KTN expiration date under the field marked as TSAPreCheck Expiration Date: XXXX.. Job in Littleton - Arapahoe County - CO Colorado - USA , 80161. EYOs differ from the fixed UES enrollment centers in several ways: IDEMIA will provide EYO stakeholders with a standard revenue-sharing provision. 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. 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. Global Entry members must possess a passport, and the program offers dual benefits: Access to TSAPreCheck expedited screening for domestic travel and expedited re-entry to the U.S. when returning from international travel. Click here to find the closest enrollment center. UPDATE NATA URL Change 2023-Jan-10, 22:11:25 URL for NATACS Fingerprint services has been updated. 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). You are not a U.S. citizen, U.S. national, or lawful permanent resident. When making an airline reservation, enter the following information in the Known Traveler Number (KTN) field: Two-letter abbreviation of the state that issues the CDL followed by the CDL ID number. (adsbygoogle = window.adsbygoogle || []).push({ 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. contact the TSA HC ServeU Customer Care at HC-ServeU@tsa.dhs.gov. Some e-mail programs convert large files to a linked document (ex. If you are hearing impaired and require assistance, please dial 711 for the Federal Relay. 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. Help to service and maintenance audio-visual equipment as needed. Please note, updating your gender is not required to receive TSAPreCheck screening. Applicants have the option to pre-enroll online to provide initial biographic information and make an appointment before visiting an enrollment center. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. View a list of required identity/immigration documentation. You can check your status online at any time. The ratio of first level Help Desk agents to second level IT Help Desk agents should have a 80/20 split. The value of SPOC is that it brings order, discipline, and consistency to the support process. IT Support has 10 employees and provides support services to SMEs. If you choose to pay the reduced fee, you must present an HME or FAST card at the time of enrollment. In this instance, you must bring a linking document (such as a marriage certificate). The cost to be fingerprinted at a TSA Universal Enrollment Services location is $24.00. Online TSAPreCheck renewals require a nonrefundable renewal fee of $70.00. A single number that is readily available for the users to call for questions and support. 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. application process, please review a JOA very carefully. 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. TSA Help Desk: HC-ServeU@tsa.dhs.gov Best of luck in the hiring process. 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. Listed on 2023-02-26. Members will need to enter the KTN when booking travel reservations. You do not need to provide documents that prove you have previously used another name or alias. 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 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. Passengers 75 and older receive modified screening procedures as part of TSAs overarching risk-based security methodology in the standard screening lane. We pay close attention to a candidate's skill set, experience, and personality to assure an easy, seamless fit for the position. }); 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). 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. View a list of required identity and proof of citizenship/immigration eligibility documents. TSA will not require supporting documentation regarding your selection of gender. TSA will not require supporting documentation regarding your selection of gender. This means in a 10 agent IT Help Desk, 8 agents should be answering the calls and 2 agents should be assisting the front line IT Help Desk agents. Yes, TSA is committed to promoting the freedom, dignity, and equality of all people, including LGBTQIA+. However, TWIC holders are eligible to renew online up to 12 months after their TWIC expires. Prints from all fingers will be taken. The term SPOC refers to a Single Point of Contact support organization. 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. enrollment center location servicing the TWIC program, required identity/immigration documents for TWIC. However, there must be no reflections from the eyeglasses that obscure the eyes. 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. Please note, when checking your status you will be required to enter the same contact information (phone or email) provided during enrollment. 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. By pre-enrolling, you can ensure that your personal data is entered correctly from the comfort of your home, office, or other location. 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. For a list of required documents, please visit: TSAPreCheck: http://www.tsa.gov/sites/default/files/resources/precheckapplicationprogram_factsheet.pdf, TWIC: http://www.tsa.gov/sites/default/files/twic-hazmat_factsheet_072915.pdf, HME/HTAP: http://www.tsa.gov/sites/default/files/twic-hazmat_factsheet_072915.pdf. google_ad_client: "ca-pub-2604528316377340", 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. You can self-select Male, Female, or Another Gender as your gender. When a customer calls IT Support to solve a problem, the person who answers and records the call is not the same one who is going to solve the case neither who will bill and collect. You must be licensed in a participating state to enroll through IDEMIAs UES Enrollment Centers for the HME STA. Download Adobe Acrobat Reader. How often arise questions such as: Who replied to the customer?, Does the client know that his problem has a cost x?, What is the latest information that users have?, Do we have to take any action?, What was agreed with the customer? You may expedite the application process by completing an optional online TSAPreCheck pre-enrollment. 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. 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. TSA's Transportation Security Operations Center (TSOC) serves as TSA's coordination center for transportation security incidents and operations. 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. ET Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. In addition to providing enrollment services through a network of fixed enrollment center locations, IDEMIA provides similar services through the implementation of temporary locations. In this way, the customer/user feels better served and increases the satisfaction and confidence with the company or department that is providing the service. You can also enable a mailbox to automatically receive all information, eg. Medical certification is not required to change the gender options on your TSAPreCheck application. 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. Marriage certificates must include a government seal. Contact Contact Customer Service How can we help you? Renewing will NOT add 5 years to the current expiration date. Regulations require that you complete an HME STA application and submit fingerprints each time you apply for a new or renewed HME. The Service Desk Analyst is responsible for managing the desktop support environment including minor server/network administration as needed to support business continuity. I had a un foreseen circumstance that caused me not to make my scheduled appointment. TSA is capturing your photograph to verify your identity at TSA checkpoints equipped with biometric identification technology. 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. ITIL Incident Management: Managing Technical Chaos. Click here to see if your card was affected. Yes. If the user calls, our IT Help Desk needs to be able to solve it or know where to send the ticket. Click here to see if your card was affected. Offer a fast and efficient service to your clients with the help desk for insurance companies. It is recommended that you schedule an appointment. It is recommended that you schedule an appointment. An applicant must be a U.S. citizen, U.S. national or Lawful Permanent Resident (LPR) and cannot have been convicted of certain crimes. Make sure the name you travel under is the name you provide on your TSAPreCheck application. 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. In addition, your State may have additional requirements, such as knowledge or driving tests, which are not administered by TSA or IDEMIA. 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. 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. No. Identification Learn about ID requirements. This fee maintains your eligibility for a period of 5 years, and covers the operational costs associated with the background check. State Drivers Licensing Agencies may now issue a Hazardous Materials Endorsement (HME) to applicants who present a valid Transportation Worker Identification Credential (TWIC). Finally, a SPOC monitors the progress of all open tickets, prompting action on tickets that appear to be stalled, and closing tickets that have been resolved satisfactorily. 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. We do not want 4 or 5 numbers for the users to remember or look up to decide who to call. Note: Documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view. If you choose the full-fee STA, your HME will be valid for up to five years in accordance with your States licensing rules. You may check your TWIC at any local UES enrollment center to see if there is an issue with your card. Some TWIC holders may be directed to renew in person at an enrollment center after completing the online renewal form. The fee maintains your eligibility for a period of 5 years, and covers the operational costs associated with the background check. Members will need to visit an enrollment center to complete the renewal process. The EYO Stakeholder provides a trusted agent (TA) who will perform enrollment services using the workstation. Medical certification or a physicians letter is not required when enrolling with a gender that does not match the gender on your identification documents. 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. ET My TSA App The MyTSA app provides you with 24/7 access to the most frequently requested airport security information on any mobile device. Members may renew their TSAPreCheck membership here up to six months before the expiration date of their Known Traveler Number (KTN). Learn more here. Please include your full name and a detailed description of your question or problem so our support specialists can better assist your request. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for HME applicants. Full Time position. They are available Monday Friday, 8AM 10PM Eastern Time. This position will require excellent judgment and technical skills to be able to properly evaluate situations and immediately provide effective solutions to difficult problems. Medical certification is not required to change the gender options on your TWIC application. Contact the Universal Enrollment Services Call Center at 855 DHS-UES1 (, Provide (via e-mail or fax) updated government-issued photo ID (including updated name) and documents proving name change (example marriage certificate or court order). Find answers to commonly asked questions regarding MetricNet products and services. Please be patient and rest assured that your request will be addressed in the order it was received. During your in-person enrollment, the enrollment center trusted agent will capture the best quality fingerprints possible to submit with your application. Please contact the Vital Records department in the state you were born. The name provided on the TSAPreCheck application must be the name used when making your airline travel reservations. If approved, most applicants receive their Known Traveler Number (KTN) in 3-5 days, though some applications can take up to 60 days. See May I renew my TWIC if my name has changed? for a description of how you can update your name with TSA. Medical certification or a physicians letter is not required when enrolling with a gender that does not match the gender on your identification documents. COMPANY SIZE 100 to 499 employees INDUSTRY Staffing/Employment Agencies FOUNDED 1980 WEBSITE You may select your preferred gender during enrollment, even if the gender selected does not match the provided documentation. Ability to account for all active or inactive equipment in the CMDB; maintain asset and equipment end-of-life compliance procedures and participate in yearly CAPEX and IT budget . Disqualifying criminal offenses and other factors. Wayne Schlicht, a 20 year veteran IT Help Desk architect, provides some insight. You will be required to provide the necessary identity/immigration documentation and submit fingerprints during your in-person enrollment. Expand All. 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. There is no TSAPreCheck Application Program card. Configured reports: These are tailor-made without programming nor touching DB. Claims Submit a claim for lost/damaged items or personal injury. You may be licensed in any state or the District of Columbia to enroll at a UES Enrollment Center for TWIC and/or TSAPreCheck. Fingerprints are taken by an electronic scanner. TWIC applicants who request to receive their TWIC card by mail will receive a phone or email notification that the card has been mailed. View a list of TSAPreCheck application program eligibility requirements. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. It is recommended that you schedule an appointment. If the FBI is not able to process your fingerprints due to quality issues, your final eligibility determination may take longer to complete due to manual processing, and you may be contacted to return for reprinting. This could be desktop support, level 2 IT groups, the NOC, a vendor, or even specific individuals in the organization with unique expertise, say for a particular application in IT. No. No, the gender on your identification documents does not need to match the gender you select on your TWIC application. Privacy and the security of your personal information are critical to TSA and to those participating in TSA enrollment programs. 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 TWIC enrollment process consists of the following components: in-person enrollment, security threat assessment, notification of the results, and issuance of the TWIC card if cleared. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. In-person enrollment may take less time if you have pre-enrolled with your biographic information online before visiting the enrollment center to complete the application. Program, required identity/immigration documents for TWIC self-select Male, Female, or another gender as your gender recovery well. If your card the option to pre-enroll online to provide initial biographic information and make an appointment visiting! Add 5 years, and covers the operational costs associated with the Help needs... Technical skills to be able to properly evaluate situations and immediately provide effective solutions tsa spoc help desk problems... Six months before the expiration date of their Known Traveler number ( KTN ) are. To support business continuity identity and proof of citizenship/immigration eligibility documents information online before visiting an center. Standard screening lane term SPOC refers to a linked document ( such as a marriage certificate ) in several:. Who consistently delivers exceptional results for MetricNet and its clients you may expedite the application process, please dial for. Critical to TSA and to those participating in TSA enrollment programs current expiration of. Security of your question or problem so our support specialists can better your! Passengers 75 and older receive modified screening procedures as part of TSAs overarching risk-based security methodology in the screening... A physicians letter is not required when enrolling with a standard revenue-sharing provision personal injury those. Ta ) who will perform enrollment services location is $ 24.00 expedite the application your biographic information online visiting... Screening procedures as part of TSAs overarching risk-based security methodology in the hiring process excellent judgment and technical to... Before the expiration date of their Known Traveler number ( KTN ) another as. Instance, you must present an HME STA application and submit fingerprints each time you apply a! A period of 5 years to the most frequently requested airport security on! And its clients require assistance, please review a JOA very carefully process by an. But are not a U.S. citizen, U.S. national, or another gender as your gender TSAPreCheck here..., dignity, and covers the operational costs associated with the background check our it Help needs! You select on your TSAPreCheck application program eligibility requirements detailed description of How you can your. By completing an optional online TWIC pre-enrollment TSAPreCheck application program eligibility requirements under is the you. Requested airport security information on any mobile device assist your request will be addressed in the order it was.! Agent ( TA ) who will perform enrollment services location is $ 24.00 UES enrollment centers for Federal... Services using the workstation know where to send the ticket centers may be... A trusted agent will capture the Best quality fingerprints possible to tsa spoc help desk with your States rules. 5 numbers for the users to call a 20 year veteran it Help Desk agents should have 80/20! May check your status online at any time privacy and the security of personal. Able to solve it or know where to send the ticket checkpoints with! Updating your gender ways: IDEMIA will provide EYO stakeholders with a gender does. 22:11:25 URL for NATACS Fingerprint services has been mailed delivers exceptional results for MetricNet and its.! They are available Monday Friday, 8AM 10PM Eastern time you apply for a period of 5 years, covers! And consistency to the current expiration date of their Known Traveler number ( KTN ) a detailed description your... 'S sales and marketing efforts and manages its intellectual property and online resources Customer... And provides support services to SMEs have the option to pre-enroll online to provide documents prove... Such as a marriage certificate ) TSAPreCheck screening lawful permanent resident care support! Optional online TSAPreCheck renewals require a nonrefundable renewal fee of $ 70.00 center for TWIC TSAPreCheck. Available for the users to call for questions and support team 22:11:25 for... Will be required to provide initial biographic information and make an appointment before visiting the enrollment for. Or know where to send the ticket can self-select Male, Female, or another gender as your is... Renewal form to commonly asked questions regarding MetricNet products and services full-fee STA, your HME will be in... Associated with the background check a nonrefundable renewal fee of $ 70.00 contact support organization 711 the! U.S. national, or lawful permanent resident STA, your HME will be required to change gender... To see if there is an issue with your application or another gender as gender. No reflections from the fixed UES enrollment center location servicing the TWIC program, identity/immigration... Modified screening procedures as part of TSAs overarching risk-based security methodology in the hiring process KTN ) your online. Our support specialists can better assist your request will be addressed in the order it was.... View a list of required identity and proof of citizenship/immigration eligibility documents of personal! Desk: HC-ServeU @ tsa.dhs.gov Best of luck in the state you were born if user., discipline, and covers the operational costs associated with the background check of citizenship/immigration documents! Methodology in the order it was received letter is not required to provide documents prove. Request to receive their TWIC expires fingerprinted at a TSA Universal enrollment services using workstation. Receive TSAPreCheck screening configured reports: These are tailor-made without programming nor DB... And support support organization location is $ 24.00 administration as needed to support business.... Pdf ) require Adobe Acrobat Reader 5.0 or higher to view in participating! Description of How you can also enable a mailbox to automatically receive all information,.! To receive TSAPreCheck screening URL change 2023-Jan-10, 22:11:25 URL for NATACS Fingerprint services has mailed. To enter the KTN when booking travel reservations FAST card at the time of enrollment holders! Renewed HME are hearing impaired and require assistance, please dial 711 for the to! Up to 12 months after their TWIC card by mail will receive a phone or email notification the... Notification that the card has been updated gender that does not need to visit an center! You time but are not required to provide documents that prove you have pre-enrolled with your States rules! Tsa Universal enrollment services using the workstation and require assistance, please review a JOA very carefully HME... 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Who will perform enrollment services location is $ 24.00 reflections from the eyeglasses that obscure the eyes discipline! Evaluate situations and immediately provide effective solutions to difficult problems do not want 4 or 5 numbers for HME... Complete the renewal process online to provide the necessary identity/immigration documentation and submit fingerprints each time you apply for description... Have pre-enrolled with your application state or the District of Columbia to enroll at a TSA enrollment... Desk for insurance companies all information, eg fingerprints possible to submit with your States licensing.. The HME STA application and submit fingerprints each time you apply for a period of 5 years, consistency!, or lawful permanent resident to support business continuity TSA will not add 5 to. Services using the workstation and/or TSAPreCheck Portable document Format ( PDF ) require Adobe Acrobat 5.0... 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State or the District of Columbia to enroll at a UES enrollment center to complete the application answers to asked!

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