Service Desk Associate - Atlanta, GA

Service Desk Associate - Atlanta, GA

At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment.

Role Overview

At Cortland, technology helps power exceptional experiences for our associates and residents, and as a Service Desk Associate, you'll play a key role in making that happen. By supporting business-critical applications, resolving user issues, and helping implement new technology solutions, you'll ensure our teams across communities and corporate offices have the tools they need to succeed.

If you enjoy helping others, thrive on solving technical challenges, and take pride in creating seamless user experiences, this role offers the opportunity to make a meaningful impact every day. At Cortland, you'll be part of a forward-thinking organization that challenges conventional approaches, embraces innovation, and empowers associates to take ownership of their work while contributing to operational excellence across the business.

Technical and End-User Support

• Provide comprehensive support via telephone and internet to end users for problems or questions related to property operating system (POS) software products
• Help with the development of end user instructions for the implementation of upgrades or updates
• Utilize helpdesk software to track technology support needs, capture problems and solutions for reference, and identify future training needs
• Analyze aggregate of support issues and needs to identify opportunities to improve processes and create efficiencies

Troubleshooting & Problem Resolution

• Review and analyze management reports for accuracy as needed; research to determine where data or report issue is occurring and provide detailed information to applicable second-tier support for property resolution
• Analyze, troubleshoot, and prioritize escalated issues; escalate issues to appropriate department for support as necessary
• Identify, research, and resolve applications problems and ensure technical issues are correctly escalated to IT service provider

User Administration and Setup

• Support the setup of new properties in all multifamily applications
• Administer users and setup of systems to meet the operating requirements of Cortland
• Assist with the testing and evaluation of new software, systems, and applications; provide feedback from an end user's point of view to ensure easy usability once implemented

Qualifications

• Minimum of 6-12 months of previous Helpdesk experience and/or hands-on property management/accounting software systems experience; experience in the multifamily industry is preferred
• High school diploma or GED
• Strong organizational, customer service, and computer skills
• Ability to approach problems both logically and creatively with a high attention to detail
• Strong verbal and written communication skills; stellar interpersonal skills
• Ability to meet deadlines and perform multiple assignments without immediate supervision
• Strong analytical, critical thinking, time management, and problem-solving skills
• Proficiency in Microsoft Office Suite applications

About Cortland

Founded in 2005, Cortland is an international, vertically integrated multifamily real estate investment, development, and management firm with a resident-centric approach to living experiences. Recognized as one of the top 10 multifamily owners and operators in the US, Cortland combines in-house design, construction, and operations to deliver value and innovation across its portfolio.

Join us as we reimagine apartment living and drive outsized returns through purpose, performance, and people.

Cortland is an equal opportunity employer, and we're proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email View email address on click.appcast.io

Cortland is a drug-free workplace.

Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.