Dispatcher, Customer Service​/HelpDesk

JAX - Jacksonville International Airport - Jacksonville, FL 32218 Overview Salary Range: $28.03 Hourly Position Type:
Full-Time Job Shift: Swing Education Level: High School Diploma Travel Percentage:
None Description

Operations

Operations

Emergency Preparedness Manager

Non-Exempt

The Jacksonville Aviation Authority (JAA) welcomes Internal and External applications for the role of Dispatcher until midnight Friday, March 6, 2026.

This is technical work involving the receipt and transmission of both emergency and non-emergency calls within the Airport Operations Control Center (AOCC). The position requires knowledge of emergency communications procedures and proficiency in operating computers, telephones, and radio equipment. In this role, you will respond to emergency calls from individuals who may be distraught or emotional. The position requires both assertiveness and sensitivity to ensure critical information is accurately obtained and relayed to first responders.

Work is guided by standard operating procedures; however, employees are expected to exercise judgment and adaptability in situations not previously encountered. The dispatcher must quickly assess the nature of each call and apply the appropriate procedures based on training and experience.

Work is performed in a highly controlled environment, using a console with a headset. Responsibilities include operating computer-aided dispatch systems, alarm monitoring software, video surveillance equipment, two-way radios, and standard office equipment.

• Receive emergency and routine requests for service from the airport police department, airport employees, other law enforcement agencies, tenants and stakeholders.
• Operate emergency communications equipment to dispatch officers to calls for service, critical incidents, and emergencies.
• Identify locations where assistance is needed, and coordinates interagency communications with other jurisdictions.
• Enter data into the Computer Aided Dispatch system (CAD).
• Receive and transmit emergency and routine requests to and from officers, recording all messages into the CAD system.
• Monitors security and fire alarm systems, and coordinates response to activations.
• Evaluates, disseminates, and provides criminal and/or confidential information to authorized personnel through the Florida Crime Information Center/National Crime Information Center (FCIC/NCIC) terminal.
• Performs other related duties as assigned.

• Knowledge of airport policies, procedures and security requirements.
• Knowledge of law enforcement communications systems, including radios, CAD software, and related dispatch equipment.
• Knowledge of airport geography, including road systems, landmarks, and facilities.
• Ability to speak clearly, rapidly, and concisely in English.
• Ability to manage multiple tasks simultaneously, under pressure, and in stressful or emergency situations.
• Ability to obtain and relay accurate information from individuals who may be hostile, distraught, or emotional.
• Strong communication skills, with the ability to convey details precisely and effectively.
• Strong memory and spatial skills, including the ability to recall names, numbers, and locations and to read maps quickly and accurately.
• Ability to work under strict deadlines and maintain cooperative working relationships with employees, officials, partner agencies, and the public.
• Skilled in customer service and public relations, with the ability to remain professional under pressure.
• Skilled in following and communicating verbal and written instructions.
• Ability to work flexible shifts and hours as required by operational needs.

• High School diploma or equivalent and
• Two (2) years of recent experience working for law enforcement, fire, or EMS agency where the core job function is life safety and preservation of property OR two (2) years of experience working at a Part-139 commercial service airport in either Airport Operations or Airport Police.

• Must be able to obtain and maintain a Security Identification…