CAE IT Support

VDart Inc; Ohio; On-site; USD 65,000 - 90,000; Full time

Job summary

VDart Inc. is seeking a CAE IT Support & Ticket Management Specialist in Union, Ohio, to provide Tier 1 and 2 support for CAE applications, infrastructure, and end-user environments.

The role focuses on incident resolution, service requests, and problem management with strong collaboration across engineering, infrastructure, and software vendors. The position requires experience with ITSM, Windows environments, and documentation of issues and SOPs, while delivering excellent user support and

Qualifications

• Bachelor's degree or equivalent experience as stated.
• 3+ years IT support or engineering systems support.
• Experience with ticket management systems (ServiceNow, Jira).
• Strong troubleshooting and problem solving abilities.
• Experience with Windows environments and enterprise apps.
• Ability to manage multiple priorities in a fast-paced setting.
• Excellent verbal and written communication skills.

Responsibilities

• Provide Level 1 and Level 2 CAE application support.
• Manage incidents, service requests, and problem tickets in ITSM.
• Coordinate with vendors and internal teams to resolve issues.
• Document known issues and standard operating procedures.
• Troubleshoot hardware, software, network, and licensing issues.
• Assist engineering users with workflows and usability.
• Monitor SLAs and ensure timely status updates to users.

Skills

Troubleshooting

Ticket management

Windows environments

Communication skills

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

Jira Service Management

Job description

Role : CAE IT Support
Location : Union, Ohio 43040
Duration: Contract

Job 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.

Skill Requirements
Required Qualifications

• 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.

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