CAE IT Support & Ticket Management Specialist Columbus OHIO

Work Location:

Columbus Ohio

Position Summary
The CAE IT Support & Ticket Management Specialist is responsible for providing technical support for Computer-Aided Engineering (CAE) applications infrastructure and end-user environments. This role serves as the primary point of contact for incident resolution service requests and problem management ensuring timely support for engineering teams. The position requires strong troubleshooting skills ticket lifecycle management experience and the ability to collaborate with engineering infrastructure software vendors and business stakeholders.

Key Responsibilities - CAE Application Support

• Provide Level 1 and Level 2 support for CAE applications and engineering software.
• Support installation configuration testing and maintenance of CAE tools and related software.
• Troubleshoot application performance licensing connectivity and user access issues.
• Assist engineering users with software usability workflows and technical issues.
• Coordinate with software vendors and internal teams to resolve complex technical problems.
• Document known issues workarounds and standard operating procedures.

Ticket Management & Service Delivery

• Manage incidents service requests and problem tickets through the IT Service Management (ITSM) platform.
• Monitor ticket queues and ensure compliance with Service Level Agreements (SLAs).
• Prioritize tickets based on business impact and urgency.
• Provide timely communication and status updates to end users and stakeholders.
• Escalate unresolved issues to appropriate support teams while maintaining ownership through closure.
• Analyze ticket trends and recommend continuous improvement opportunities.

Technical Troubleshooting

• Diagnose and resolve hardware software network and application-related issues.
• Perform root cause analysis for recurring incidents.
• Troubleshoot Windows workstations virtual environments licensing servers and engineering infrastructure.
• Support user authentication permissions and access management.
• Collaborate with infrastructure teams to resolve server storage cloud and network-related issues.
• Validate fixes and ensure successful resolution before ticket closure.

User Support & Customer Service

• Deliver excellent customer service and technical assistance to engineering users.
• Conduct user training and knowledge-sharing sessions when needed.
• Create and maintain support documentation and knowledge base articles.
• Gather user feedback to improve support services and processes.

Reporting & Process Improvement

• Generate ticket metrics and support performance reports.
• Identify recurring issues and propose preventive solutions.
• Support IT governance change management and operational best practices.
• Participate in service reviews and continuous improvement initiatives.

Required Qualifications

• Bachelors degree in Information Technology Computer Science Engineering or related field or equivalent experience.
• 3 years of experience in IT support help desk application support or engineering systems support.
• Experience with ticket management systems such as ServiceNow Jira Service Management or similar platforms.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows environments and enterprise applications.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Experience supporting CAE applications such as Ansys Abaqus MSC Nastran HyperWorks STAR-CCM COMSOL MATLAB or similar tools.
• Knowledge of HPC clusters simulation environments and engineering workflows.
• Experience with software license management (FlexLM/FlexNet or equivalent).
• Familiarity with PLM platforms such as Teamcenter or 3DEXPERIENCE.
• Understanding of cloud-based engineering environments and virtualization technologies.
• ITIL Foundation certification or equivalent.
• Experience with scripting and automation (PowerShell Python Bash).

Key Competencies

• Technical troubleshooting
• Incident and problem management
• Customer service orientation
• Analytical thinking
• Communication and collaboration
• Root cause analysis
• Process improvement
• Documentation and knowledge management
• Time management and prioritization

Success Metrics

• Ticket resolution within SLA targets
• User satisfaction scores

Education:

• Bachelors degree

Benefits:

• Two Week Vacation
• Paid Medical/Dental/Vision
• 401k
• Paid Federal Holidays

Please send an updated resume to emailprotected

Required Experience:

Senior IC