Subject: CAE Lab Software updates

CAE will be updating some of the software titles in the labs this summer. If you use any of the software in the CAE labs, it is vital that you review this. Please do not assume that what you need is offered. To view the currently installed software, please visit https://www.cae.wisc.edu/software/. If you have not looked in a while, there have been many changes since last summer.

The following is a list of software titles that CAE is planning to upgrade/make changes to. If you have any other needs, please let us know. While we may not be able to accommodate all requests, it will allow everyone to have an understanding of what will be available. The deadline for any requests is July 31st.

Once the changes have been made, an email will go out requesting you to test the software that you use for your courses. This includes software that is only used in the spring. Please (and I will add a second ‘please’ here) test your software. If there are problems that are not resolved during the summer, they may not be fixed before you need them for class.

Windows machine software upgrades:

NX 11
AspenOne v9.1
LabVIEW 2017
Solidworks 2017-18
Autodesk 2018 (when available)
Matlab 2017a
Moldex3D R15
ANSYS 18.1

Linux machine software upgrades:

Ansys 18.1
Mathematica 11.1
Matlab 2017a
MSC Suite 2017*
Synopsys 2017
NX 11 (This is already done, but we need it tested)
Mentor Suite
-Calibre 2017.2_16
-AMS 17.1_1
-ModelSIM 10.6a
Silvaco
GAMS 24.8.5

The following linux software will be updated, time permitting:

Maple
Quartus

The following software will be removed from Linux:

LabVIEW (It is still available on the Windows machines)
MOOSE

Please send any questions, comments or requests to the CAE Help Desk (helpdesk@cae.wisc.edu)

Thank you,
CAE

Now Hiring: CAE Help Desk

The CAE Help Desk staff is hiring for student positions.

Position Summary

This is an entry-level student position providing computing support to the College of Engineering (CoE) at the University of Wisconsin – Madison for students, faculty and staff. The position is responsible for triaging and assisting with problem resolution, problem/incident recording and problem escalation for services provided by CAE.

Services include support for the installation of software provided by CAE, troubleshooting hardware, peripheral devices and network issues, troubleshooting printer problems and maintaining print supplies, etc. Computer support is mainly geared towards Windows, with some linux and Macintosh. The primary support area is the College of Engineering and those affiliated with the CoE.

Responsibilities:

55%      Proactive monitoring

  • Watch Request Tracker (RT) Help Desk queue for incoming tickets/problem reports.
  • Periodically visit remote labs to ensure they are in good order.
  • Monitor the CAE Status page for outages and report problems to the CAE permanent staff.
  • Keep the print supplies database up to date.
  • Monitor CAE lab computers and printers using provided tools to assure machines are running and healthy.

35%     Resolve problems reported to CAE Help Desk.

  • Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools, and following procedures and policies for the handling of support cases.
  • Courteously obtain and convey concise problem information for external and internal service personnel.
  • Demonstrate consistently good customer service skills at all times.
  • Provide accurate and timely logging of problems and resolution for problems in the RT problem management database following case recording and documentation standards.
  • Escalate problems as appropriate following Help Desk procedures.
  • Develop troubleshooting skills by using effective investigative methods and using Help Desk troubleshooting tools, such as the Knowledge Base and RT.
  • Act as a liaison between customers and permanent staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
  • Troubleshoot printer problems, including paper jams, low toner, photoconductor replacement and filling printers with paper.

10%     Consultant training and other assignments

  • Complete required Help Desk training that will enhance and improve computing support delivered to customer.
  • Utilize down time to improve skills or complete special projects.
  • Develop and maintain knowledge of Help Desk supported products and services.
  • Suggest ways to improve the process and function of the Help Desk to the Help Desk manager.
  • Complete projects as assigned.

Skills/Experience Required

  • Able to communicate effectively over the phone, email or in person. English is required; other languages welcome.
  • Able to write clearly and concisely.
  • Ability to communicate respectfully and effectively with potentially difficult situations and users.
  • Desire and aptitude to learn information technology support functions and processes.
  • Basic computer knowledge – the more the better. Windows a must, linux and Mac preferred.
  • Prior experience in a customer service position highly desirable.

The ideal candidate will be a self motivated freshman or sophomore, with some technical computer knowledge, and excellent communication skills.

If you are interested, please fill out the Student Application Form