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. 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. Your name has changed, and you have not updated your name with TSA prior to renewing. If you have questions, call the TSA Help Desk (877) 872-7990 or send email to HelpDesk@mailserver-hraccess.tsa.dhs.gov. 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. contact the TSA HC ServeU Customer Care at HC-ServeU@tsa.dhs.gov. 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. Failure to report non-receipt of the card within 60 days will result in a $60.00 fee to replace the lost card. ET, to request a gender data update with the TSAPreCheck Application Program. 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. Save my name, email, and website in this browser for the next time I comment. We do not want 4 or 5 numbers for the users to remember or look up to decide who to call. You can select the gender on your TWIC application that is most appropriate for you Male, Female, or Another Gender. This does not include potential wait time at the enrollment site prior to being serviced or travel time to get to the enrollment center. Passenger Support Request assistance with security screening. 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. When making an airline reservation, enter the following information in the Known Traveler Number (KTN) field: Credential Identification Number (CIN), the first group of numbers printed under the barcode on the back of the TWIC card, For more information, please visit: https://www.tsa.gov/sites/default/files/tsa_precheck_for_twic-faqs.pdf. Ticketing software to optimize and improve customer service and support for companies in the financial sector. Familiarize yourself with the KPIs that really matter to your organization and to provide you with actionable insight on how to leverage these KPIs to improve your performance! Bring your TWIC to an enrollment center to have the PIN reset at no cost. The enrollment fee is $86.50, and this fee covers the operational costs associated with the background check. You may also use our Contact Us form for further assistance. Payment must be made during in-person enrollment. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. Does your Help Desk structure need help? Federal government websites often end in .gov or .mil. Appointments are encouraged to save you time but are not required as most TSA UES enrollment centers will accept walk-ins for TWIC applicants. You can make an appointment time at an enrollment center, convenient to your home or traveling circumstances. document.documentElement.className += " js"; Use the links below to find answers to many common questions: Help Information. 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. Please visit www.fts.tsa.dhs.gov for information on the application process. It is 24/7. Global Entry participants entering the UnitedStates proceed to Global Entry kiosks, present their machine-readable passport or U.S. permanent resident card, have their fingers electronically scanned, and make a customs declaration. If TWIC holders have a valid email and/or phone number on record, TSA will send a renewal notification. 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. Your TA information is available on the Application form. After one year, the person will be considered as a new enrollee and will receive a new KTN if approved. Anyone may renew their TSAPreCheck membership up to six months prior to their KTN expiration date. 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). 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. 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. Medical certification or a physicians letter is not required when enrolling with a gender that does not match the gender on your identification documents. Bring your TWIC to an enrollment center to have the PIN reset at no cost. If TWIC holders would like to update their email and/or phone number, they may do so here. To make an FTSP appointment, click here. Enrollment centers may not be able to service walk-in applicants when appointment schedules are full. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients. The assigned KTN must be used when booking travel. 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. The term SPOC refers to a Single Point of Contact support organization. However, TWIC holders are eligible to renew online up to 12 months after their TWIC expires. See May I renew my TWIC if my name has changed? for a description of how you can update your name with TSA. Online TSAPreCheck renewals require a nonrefundable renewal fee of $70.00. Legal name change that has not been reported to TSA. Additionally, contact your bank or credit card company immediately and inform them of the fraudulent charge. Note: Documents in Portable Document Format(PDF) require Adobe Acrobat Reader 5.0 or higher to view. TSA will not require supporting documentation regarding your selection of gender. Please contact the Vital Records department in the state you were born. Please note, when checking your status online you will be required to enter the same contact information (phone or email) provided during enrollment. View a list of required identity and proof of citizenship/immigration eligibility documents. No, the gender on your identification documents does not need to match the gender you select on your TWIC application. The fee maintains your eligibility for a period of 5 years, and covers the operational costs associated with the background check. By pre-enrolling, you can ensure that your personal data is entered correctly from the comfort of your home, office, or other location. TSA cannot process reduced rate renewals online, at this time. 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 are not a U.S. citizen, U.S. national, or lawful permanent resident. Note: Documents in Portable Document Format (PDF) require Adobe Acrobat Reader 5.0 or higher to view. Before sharing sensitive information, make sure you're on a federal government site. View a list of required identity/immigration documents for TWIC. Active TWIC card holders are also eligible for TSAPreCheck Expedited Screening if they meet eligibility criteria for the TSAPreCheck program. Some e-mail programs convert large files to a linked document (ex. Save my name, email, and website in this browser for the next time I comment. Fingerprint capture is part of the overall in-person enrollment process for programs such as TWIC, HME and the TSAPreCheck application program. 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. See May I renew my TWIC if my name has changed? for a description of how you can update your name with TSA. Provide 24X7 first-line support for all Warehouse Automation. The https:// ensures that you are connecting to the official website and that any information you provide is encrypted and transmitted securely. Children ages 12 and under do not need a separate enrollment when travelling with a parent or guardian enrolled in the TSAPreCheck program. 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. 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. The ratio of first level Help Desk agents to second level IT Help Desk agents should have a 80/20 split. Yes. 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. 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 . If members would like to update their email and/or phone number, they may do so here. The enrollment process also requires the applicant to provide fingerprints, photo, and pay the enrollment fee. Please contact your State Motor Vehicle Department for further information regarding individual State requirements. This will ensure a uniform service of consistent quality. support@itsupport.com If the user calls, our IT Help Desk needs to be able to solve it or know where to send the ticket. Fingerprints are electronically captured at the enrollment center during in-person enrollment. You can check your status online at any time. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. Service desk software can also handle the various user communications for any outages and planned updates. TWIC applicants who request to receive their TWIC card by mail will receive a phone or email notification that the card has been mailed. google_ad_client: "ca-pub-2604528316377340", Disqualifying criminal offenses and other factors. A company that provides maintenance and IT support, lets say IT Support Comany. Medical certification is not required. The cost for TSAPreCheck membership renewal varies depending on how you complete your renewal. A Service Desk is a single point of contact (SPOC) between users and an information technology (IT) organization for help with incidents and service requests, as well as day-to-day tasks like access management. Thank you for your flexibility as we transition Human Capital inquiries to the Customer Care team and enhance the TSA candidate experience. The SPOC IT Help Desk provides help and support for any issue verses just logging a call and escalating it. Please reach out directly to your state Drivers Licensing Agency to determine your eligibility for this benefit. 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). 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