Information Technology Specialist at Jackson County Regional Health Center – Maquoketa, Iowa

The Information Technology Specialist serves as the hospital’s primary onsite resource, responding to requests for technical assistance and providing day-to-day support for workstations, peripherals, and clinical and administrative applications. This role delivers responsive, hands-on troubleshooting and user

support essential to maintaining efficient operations and supporting patient care delivery within a Critical Access Hospital environment. The position is responsible for ensuring the optimal performance of end-user devices and departmental technology by assisting with the installation, configuration, maintenance, and basic repair of hardware and software in accordance with organizational and partner IT standards. The Information Technology

Specialist collaborates with designated IT service providers responsible for core infrastructure, network, server, and security functions, while coordinating onsite activities and assisting in issue resolution. This role also supports departmental IT initiatives and projects by assisting with system implementations,

upgrades, workflow improvements, and vendor-supported efforts. The Information Technology Specialist helps facilitate communication between hospital departments, vendors, and IT partners, contributing to project coordination and execution to ensure technology changes are implemented smoothly and with minimal operational disruption.

Essential Job Functions

• Provide responsive onsite technical support to hospital staff, addressing requests for assistance involving hardware, software, peripherals, and basic connectivity issues.
• Troubleshoot, diagnose, and resolve end-user technology problems related to workstations, printers, mobile devices, and supported applications.
• Assist with installation, configuration, maintenance, and replacement of end-user devices and departmental technology following established standards and procedures.
• Support clinical and business applications by assisting users with access, usability, and basic functionality issues, escalating concerns when necessary.
• Perform employee onboarding and offboarding tasks, including account setup, access changes, workstation preparation, and device provisioning.
• Install, configure, and troubleshoot network printers and common end-user peripherals.
• Assist users with Microsoft 365 / Office 365 support needs, including account assistance, Outlook setup, password guidance, and licensing coordination.
• Provide basic support for authentication and security-related processes, including password resets and multi-factor authentication (MFA) enrollment assistance.
• Coordinate and communicate with designated IT partners and vendors to facilitate issue resolution, system changes, and technical support activities.
• Assist with onsite activities related to technology deployments, system upgrades, hardware refreshes, and other IT projects.
• Maintain accurate documentation of technical issues, resolutions, device changes, and support activities.
• Identify, document, and escalate recurring or systemic technical issues impacting hospital operations.
• Follow organizational policies, security procedures, and HIPAA-compliant practices when handling systems, devices, and user information.
• Collaborate with hospital departments and leadership to support operational and clinical technology needs.
• Perform additional duties and technical support functions as assigned by leadership.

Responsibilities and Duties

• Provide onsite technical support to hospital staff for hardware, software, peripherals, and applications.
• Troubleshoot and resolve end-user technology issues efficiently.
• Assist with onboarding/offboarding, account setup, and workstation preparation.
• Support clinical and administrative applications, escalating issues as needed.
• Assist with device installations, configurations, and routine maintenance.
• Collaborate with IT partners and vendors to resolve technical challenges.
• Support technology-related projects and departmental initiatives.
• Maintain documentation and adhere to organizational policies, security standards, and HIPAA compliance.

Knowledge, Skills and Abilities - Competencies

• Technical Knowledge: Strong understanding of desktop operating systems, common business and clinical applications, network basics, and end-user device troubleshooting.
• Problem-Solving & Analytical Skills: Ability to quickly diagnose technical issues, determine root causes, and implement practical solutions.
• Independent Work & Prioritization: Capable of managing multiple requests and competing priorities with minimal supervision.
• Communication & Customer Service: Excellent interpersonal skills; able to explain technical issues clearly to non-technical staff and provide professional, supportive service.
• Discretion & Professionalism: Maintains confidentiality and handles sensitive patient and organizational data with high integrity.
• Adaptability & Flexibility: Comfortable working in a fast-paced, resource-limited Critical Access Hospital environment; able to adjust to changing priorities and emerging needs.
• Collaboration & Teamwork: Works effectively with internal departments, vendors, and IT partners to resolve issues and support projects.
• Attention to Compliance & Detail: Knowledge of HIPAA regulations and organizational policies; consistently follows procedures and security standards.
• Project Support & Initiative: Supports departmental IT projects, assists with system upgrades, and contributes to workflow improvements.

Supervisory Responsibility

No Supervision: The job does not require the provision of guidance and supervision to others. There is no formal responsibility for directing others.

Materials Responsibility

Moderate: The Information Technology Specialist has responsibility for the hospital’s information technology resources at the departmental and end-user level, including workstations, peripherals, clinical and administrative applications, and related IT assets. The role exercises judgment in providing onsite

support, troubleshooting issues, and assisting with device and application maintenance to ensure smooth operations. Decisions and actions directly affect end-user productivity, system functionality, and workflow efficiency. Errors or omissions may cause temporary disruptions to clinical or administrative operations, affect data accessibility, or require escalation to IT partners for resolution. The position involves moderately complex problems requiring technical judgment across multiple devices, applications, vendors, and clinical workflows, with accountability for providing reliable, responsive onsite support that contributes to safe, continuous patient care and effective organizational operations.

Key Relationships

Co-workers/JCRHC Employees, Outside Agencies/Other Health Care Providers, General Public/Visitors/Volunteers, Vendors/Clients, Physicians/Medical Office Staff

Position Specifications

Education: Associate’s degree; Bachelor’s degree preferred

Field of Study: Information Technology, Computer Science, or related field required

Special Training: Working knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking. Familiarity with EHR systems and healthcare applications; EPIC experience a plus. Understanding of cybersecurity fundamentals and HIPAA requirements. Ability to troubleshoot across hardware, software, and network layers.

Experience: Minimum of 2–3 years of IT support or systems administration experience; Healthcare or hospital IT experience strongly preferred.

Working Conditions: There is limited exposure to adverse environmental conditions. Some undesirable or unpleasant environmental characteristics may occur, but the physical environment is generally safe and there is minimal health risk. No safety equipment or unusual precautions are required. The OCCASIONAL exposure to these minor adverse conditions would be limited to 35% or less of the work day.

Possible Exposure to Blood Borne Pathogens: NONE

Service Excellence Expectations

• Adheres to the “Values and Behavior Statement” of Jackson County Regional Health Center.
• Adheres to HIPAA and maintains confidentiality as relates to all patient and medical information.
• Works in a safe manner at all times and adheres to our safety programs and service expectations.