Service Desk Associate - Atlanta, GA Job at Cortland in Atlanta

Overview

As a Service Desk Associate, you are responsible for implementing and supporting Cortland’s software platform and resolving user issues for associates at both our communities and our corporate offices.

The Roles and Responsibilities

• 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
• 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
• 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
• Helping people is a core attribute; provide excellent customer service to anyone who reaches out
• Demonstrate problem-solving abilities to tackle technical issues and ensure setups are smooth and bugs are remedied

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
• Certifications in CompTIA A+, CompTIA Network+ or other relatable foundational certifications is highly preferred
• Strong organizational, customer service, and computer skills
• Ability to approach problems 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

At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest.

Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.

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 talentresources@cortland.com or call 404.965.3988. 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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

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