CAE IT Support & Ticket Management Specialist - Columbus OHIO

aspwebsolutions; Columbus (OH); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Two Week Vacation

Paid Medical/Dental/Vision

401k

Paid Federal Holidays

Job summary

aspwebsolutions in Columbus, OH seeks a CAE IT Support & Ticket Management Specialist to provide Tier 1-2 support for CAE software and IT infrastructure. You will manage incidents, assist engineering teams, and coordinate with vendors and internal groups to resolve complex issues.

Responsibilities include troubleshooting hardware/software, supporting Windows environments, and maintaining documentation. Strong communication, multitasking, and process-improvement mindset are essential for success.

Qualifications

• 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.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows environments and enterprise applications.
• Excellent verbal and written communication skills.

Responsibilities

• CAE Application Support: Level 1 and 2 support for CAE applications and engineering software; install, configure, test, maintain CAE tools; troubleshoot access, licensing, and performance.
• Ticket Management & Service Delivery: manage incidents, service requests, and problems; monitor SLAs and prioritize tickets; communicate status to users.
• Technical Troubleshooting: diagnose and resolve hardware, software, network, and application issues; perform root cause analysis; support authentication and access management.
• User Support & Customer Service: provide excellent customer service; conduct training; create knowledge base articles; gather feedback.
• Reporting & Process Improvement: generate ticket metrics; identify recurring issues; support governance, change management, and best practices.

Skills

Troubleshooting

Communication

Time management

Windows support

Ticketing systems

Multitasking

Education

Bachelor's degree in IT / CS / Engineering or related field

Tools

ServiceNow

Jira Service Management

FlexLM/FlexNet

Teamcenter

3DEXPERIENCE

MATLAB

Job description

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

• 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.
• 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