CAE IT Support & Ticket Management Specialist - Columbus OHIO

Work Location:

Columbus, Ohio 

• 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.

• 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.

• 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.

• 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.

• 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.

• Bachelor's 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.

• 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).

• 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

• Ticket resolution within SLA targets
• User satisfaction scores