At Texas State University, our Information Technology professionals are committed to delivering exceptional digital and educational resources. The focus of the IT Assistance Center (ITAC) Customer Engagement team extends beyond generalized support, instead taking a far more personalized approach. Renowned for their customized learning experiences, this eight-person team sets itself apart with empowering users through personal connections.
Listen in as Kevin Huffaker, director of ITAC customer engagement, describes his team’s role at TXST.
Customizing solutions
ITAC Customer Engagement (ITCE) offers consultations and education to faculty and staff interested in exploring the potential uses of Texas State’s enterprise applications. The ITCE team also plays a vital role in training customers on the orchestration of live events at the university. Self-described “technology sherpas,” ITCE engages in close collaboration with stakeholders to co-develop both technical competency and ownership of bespoke solutions. Stakeholders then can maintain and build on these solutions as their needs evolve. The team began as part of IT Assistance Center Client Solutions. In 2020, as teaching and learning surged into online platforms, Texas State’s adoption of the Canvas learning management system (LMS) transformed ITCE’s mission. In addition to the Canvas LMS, the team manages multiple critical platforms including the Faculty Qualifications System, Course Evaluations and Surveys by Watermark, and Microsoft Dynamics Marketing Service. As an extension to their native expertise in these vital platforms, ITCE consultants have a deep familiarity with the totality of Information Technology and engage with other IT teams who can help devise client solutions. As part of their mission to “illuminate technology paths”, ITCE engages customers in the design, creation, and implementation process. Focused on empowerment through understanding, the team offers dynamic, interactive training programs designed to meet each client’s specific requirements. By focusing on enhancing clients’ self-efficacy, ITCE ensures every solution is not just implemented, but is also understood and effectively utilized by the client.
Empowering autonomy
Walking the path toward technology solutions alongside stakeholders, ITAC Customer Engagement consultants begin with an in-depth consultation designed to thoroughly understand each client’s unique needs. The team’s ability to adapt quickly and effectively is particularly crucial, allowing these consultants to keep pace with the rapidly changing technologies underpinning the university’s essential platforms. ITAC Customer Engagement is more than a support unit; the team plays a pivotal role in elevating the educational experience at Texas State. ITCE’s ability to empower faculty with the knowledge to use advanced tools and resources contributes significantly to the university’s overarching mission of providing students with an outstanding educational experience. Through their relentless pursuit of improvement, dedication to customized support solutions, and deep understanding of the university’s dynamic needs, the ITCE team truly embodies the spirit of Texas State – innovative, collaborative, and committed to excellence. To learn more about how ITAC Customer Engagement can help customize your technology journey, you are encouraged to complete an ITAC Consultation Request. Take the first step in your technology learning journey and schedule a consultation today!
Kimberly Conner is a publications writer in the IT Communications and Outreach office.
