Service Desk Associate - Atlanta, GA

Cortland; Atlanta (GA); On-site; USD 42,000 - 52,000; Full time

Job summary

Cortland is seeking a Service Desk Associate to provide user support across communities and corporate offices. You will address problems with property operating system software, develop user instructions, and track issues using helpdesk tools.

The role emphasizes solving technical challenges, delivering seamless user experiences, and contributing to operational excellence in a forward-thinking, high-performance environment.

Qualifications

• 6–12 months of helpdesk experience or hands-on property management software experience
• High school diploma or GED required
• Strong organizational and customer service skills
• Excellent verbal and written communication skills

Responsibilities

• Provide support via telephone and internet for property operating system (POS) software products
• Develop end user instructions for upgrades or updates
• Use helpdesk software to track issues and identify training needs
• Analyze support issues to identify process improvements

Skills

Helpdesk experience

Customer service

Problem solving

Verbal and written communication

Microsoft Office

Education

High school diploma or GED

Tools

Helpdesk software

POS software

Reporting tools

Job description

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; elevate 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 [e-mail]

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.

California Applicant Privacy Notice
We collect personal information from all job applicants, including identifiers (e.g., name, contact details), professional or employment information (e.g., résumé, work history, qualifications), and education information. This information is used for recruiting, evaluating your candidacy, conducting interviews, and managing the application process.

California residents may request access to or deletion of their personal information by contacting us at [e-mail]

GDPR Statement

When you apply to a job on this site, the personal data contained in your application will be collected by Cortland (“Controller”), which is located at 3424 Peachtree RD NE Suite 300 Atlanta, GA and can be contacted by emailing [e-mail] because Controller wishes to evaluate your candidacy for employment at Controller. Your personal data was either obtained from publicly available sources (e.g. LinkedIn) or provided to Controller by someone who referred you for potential employment. Controller’s data protection officer is Greg Shultz, who can be contacted at [e-mail]. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data has been shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data has been transferred to the United States. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards under [either the standard contractual clauses or the Privacy Shield]. You can obtain a copy of the standard contractual clauses by contacting us at [e-mail]

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.