Mobile Device

Overview

Mobile Device Hardware Support assists Borough employees and contractors who experience physical or mechanical problems with Borough-issued smartphones, tablets, or mobile hotspots.
(For mobile-app or configuration issues, use the separate iOS App Purchases service.)

Description of service

This service diagnoses and resolves hardware-related failures, including:

  • Cracked or unresponsive touchscreens, dead pixels, or display flicker

  • Swollen, rapidly draining, or non-charging batteries

  • Damaged buttons, speakers, microphones, cameras, or vibration motors

  • Broken SIM trays, charging ports, headphone jacks, or rugged connector pins

  • Liquid spills, impact damage, or enclosure cracks

  • Non-functional accessories such as protective cases with built-in keyboards, barcode-scanner sleds, or stylus pens

  • Lost or stolen devices requiring remote wipe and replacement

Technicians test the device on-site or bench and coordinate carrier or manufacturer for warranty/RMA service.

Before submitting this request

  1. Restart the device and verify the charging cable/adapter is firmly seated.

  2. Inspect for visible damage (dents, cracks, swelling); take clear photos if possible.

  3. Gather the following details:

    • Device type and model (e.g., iPhone 16, Samsung Tab Active4, Cradlepoint hotspot)

    • Asset tag or IMEI/serial number

    • Description of symptoms and when they began

    • Any recent drops, liquid spills, or extreme temperature exposure

    • Accessories involved (rugged case, sled, external antenna)

    • Business impact or urgency (cannot receive calls, safety hazard, field work halted)

Supervisor approval is required to replace lost or stolen devices.

How we process this request

Once we receive your submission, we will assign it to a technician who will contact you during normal business hours.

  • Minor repairs (screen protector) are handled on site when parts are available.

  • Major repairs (display assembly, mainboard) may require warranty service, warranty claim, or issuance of a loaner device.

How to request this service

Click the Request Service button for Mobile Device Hardware Support and complete the form with the information above.

If you are unable to fill out the form, call the Service Desk at (907) 861-8553.

Additional Information

See our Knowledge Base for care guidelines, warranty coverage details, and instructions on safely cleaning or drying mobile devices.