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Systems/Support Analyst

Posted May 29, 2022

HHM - Harrisburg Region
Harrisburg, PA
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About This Job


Opportunity:  Systems/Support Analyst

Provide technical support and resolution for IT support team via remote control, telephone, and desk-side support.Manage SLAs via ticketing system, contribute to technical knowledge base, 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 -> Director of IT

Essential Job Functions

  • Lead problem resolution workflow for escalated trouble tickets.
  • Develop technical knowledge base, support team expertise, and root cause analysis.
  • Maintain IT support processes in compliance with Sarbanes-Oxley.
  • 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 environments.
  • Comply with standards of service established by IT to ensure quality customer service.
  • Be available to work outside the established schedule as needed to meet critical deadlines.
  • Able to participate in 24/7 manager on duty emergency technical support program.
  • 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.
  • 3-5+ years professional IT experience in a technical escalation role.
  • Strong technical skills in troubleshooting networks, systems, and software issues via remote control and telephone.
  • Self-directed with 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 strongly preferred.
  • Hospitality Technologies experience strongly preferred.

Work Environment and Context

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

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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About this Employer

HHM - Harrisburg Region

1909 N. Front Street
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.