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Systems Analyst

posted September 20, 2017

HHM - Harrisburg Region
Harrisburg, PA
536627 l

About This Job

Opportunity: Systems Analyst

Provide technical escalation support and resolution for IT support team via remote control, telephone, and desk-side support.Manage SLAs via ticketing system, contribute to technical knowledgebase, mentor and train IT support associates, and work with department managers to support projects and operational needs.


Potential Career Path   

Systems/Network Administrator – Department Manager


Essential Job Functions

  • Coach and support help desk associates as needed.
  • Lead problem resolution work flow for escalated trouble tickets.
  • Develop technical knowledgebase, support team expertise, and root cause analysis.
  • Maintain IT support processes in compliance with SOX.
  • Provide timely, courteous, and efficient customer service to internal and external users via telephone, remote control, and desk-side support.
  • Track escalations in helpdesk software, provide network troubleshooting assistance, and communicate system issues to department managers.
  • Perform installation of new desktops/laptops, including upgrades or installations of software in existing environment.
  • Comply with standards of service established by IT to ensure quality customer service.
  • Be available to work outside established schedule as needed to meet critical deadlines.
  • Actively participate in special projects as assigned.
  • Follow sustainability guidelines and practices related to HHM’s EarthView program.
  • Practice safe work habits.
  • Perform other duties as requested by management.

Position Requirements

  • Associate’s degree or equivalent experience.
  • 3+ years professional IT experience in technical escalation role.
  • Strong technical skills in troubleshooting networks, systems, and software issues via remote control and telephone.
  • Self-directed with a superior customer service skills.
  • Able to prioritize and resolve issues based on severity and necessity
  • Able to expertly manage and prioritize multiple technical issues and manage projects simultaneously.
  • Hospitality PMS/POS system experience preferred.
  • Hospitality Technologiesexperience preferred.
  • Familiarity with various Business Applications preferred.

Work Environment and Context

  • Required to sit for extended periods, lift up to 50 pounds, bend, reach, use hands and fingers to operate keyboard.
  • Work schedule varies and may include extended work hours and work on evenings and weekends.

Hersha Hospitality Management (HHM) is an industry-leading and growing hotel management, investment, and development firm that provides turn-key management solutions to hotels across the United States.  HHM manages world class brands in the select service and full service markets as well as a collection of independent, boutique hotels in key markets.

Join the Legacy of Strength!

Hersha’s legacy is built upon a strong foundation of core values: honesty, communication, community, personal growth and achievement.  Hersha’s rapid growth, focus on associate development and its commitment to serve our guests, our associates and the local communities we work in, combine to make Hersha associates the strongest in our industry.


Serve. Stretch. Succeed.

Hersha believes if you serve our guests, your fellow associates and our local community, stretch yourself on the job and take advantage of many promotional opportunities, you will ultimately achieve professional success. As we grow, you grow.



About This Employer

HHM - Harrisburg Region

44 Hersha Drive

Harrisburg, PA 17102

Regional Office

HHM, also known as Hersha Hospitality Management, is an industry-leading hotel management, investment and development firm. HHM provides turn-key management, asset management or receivership solutions for 130 hotels in 20 states, including more than 20 full service hotels and 25 independents.

Join the Legacy of Happiness

It is no coincidence that Hersha means “happy” in ancient Sanskrit. HHM’s rapid growth, focus on associate development and its commitment to serve guests, our associates and the local communities we work in, can make any hospitality career seeker happy.

The Legacy of HHM Happiness

The legacy of happiness symbolizes how HHM was built, namely on a strong foundation of core values: honesty, communication, community, personal growth and achievement. These values combined with a passion to serve others and a respect for every associate’s unique and valuable contributions is what makes us so successful. If you share our values and passion, HHM may be the place for you.

Career Development

As HHM continues to stretch its properties across the country, we know our success is achieved through the collective and individual contributions of all associates. They are the heart and soul of our business and our ultimate goal is to maintain a culture of happiness in which our values are embedded and career development is encouraged. 


Personal success is individually defined by each associate. HHM supports an individual’s desire to stretch professionally. We provide opportunities across various hotel brands, locations and job functions. As we grow, you grow.

At HHM, we are proud to employ some of the best in the industry. Our passion for associate development allows HHM to build a pipeline of talent to meet the challenges of the future. Meet some of our leaders who served others, stretched themselves professionally and ultimately succeeded in creating a career with HHM.


We understand that there is more to working at a company than your weekly earnings. As part of our commitment to our employees, HHM offers a wide array of benefits that include medical, dental, vision, 401k, tuition reimbursement, life insurance and other voluntary products. We work hard to ensure that our benefit package is competitive and comprehensive for both our associates and their families.