Service Desk Associate - Atlanta, GA

About the position

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.

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.

Requirements

• 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.