This list summarizes responses to frequently asked questions about district-related systems and processes. The information provides instruction for:
District Employees and Employees and District Affiliates: Please contact the I.T. Help Desk with additional questions.
Parents, Guardians, and Students: Please contact the arent and Family Technology Support Hotline at 215-400-4444 or click HERE to go to the Family Tech Support Hub page.


I need an Advantage login. How can I get an account?
Please log into the Employee Portal and launch the Technology Access Request application and fill out the form. A stepper is linked HERE. Questions? Email advantage@philasd.org.

I cannot remember my Advantage login information. Who can I contact?
Contact advantage@philasd.org if you have forgotten your username. If you have forgotten your password please call the I.T. Help Desk at 215-400-5555.

Where can I find more information about Advantage?
Please click HERE for more information about Advantage.

How do I install Advantage on my device?

Windows IBM Installer download
Mac IBM Installer download
Ventura IBM Advantage installation video
Big Sur IBM Advantage installation video 


My District laptop is having issues. What can I do?
Central Office Staff: Call the I.T. Help Desk at 215-400-5555, email at helpdesk@philasd.org or submit a I.T. Help Desk ticket.
School Staff: Contact your School Technology Coordinator. If the STC is unable to assist, Call the I.T. Help Desk at 215-400-5555, email at helpdesk@philasd.org or submit a I.T. Help Desk ticket.

My District cell phone is having issues. What should I do?
Submit a ticket with Telecommunications via the Employee Portal using the Telecommunications application.

What equipment can be submitted for disposal at a school? 
The list of equipment that can be disposed of can be found HERE.

I have obsolete technology equipment that I need to have removed from my building. What is the process to have these picked up?
Send an email to helpdesk@philasd.org with the following information:

Types of Items: (list of items & how many of each item):
School Contact for Pick-up (who):
School Contact Phone (work# & cell#):
School Contact Email Address:
School Location Name:
School Address:
School representative availability with best time to call to schedule the pick up:
Location in the school of items for disposal:

A representative from the disposal company will contact the person designated in your request to arrange a date and time to pick up your equipment. Someone must be available at the contact phone number in order to schedule the pickup. Please make sure the principal is available to sign off on the pickup the day the scheduled pickup happens. All items need to be staged near an outside door the day of the disposal. The disposal company can not go inside the building to pick-up items marked for disposal.

My District Apple device is out of warranty, how can it be repaired?
Please click HERE for the step-by-step procedure for this repair service.

What are the lost, stolen, or damaged device guidelines?
Please click HERE for information regarding the District’s policy on lost, stolen, or damaged devices.

Where can I get information on Mobile Device Management?
Please click HERE for information regarding the District’s Mobile Device Management Solution.


Where can I find information on the antivirus?
Please click HERE for information regarding the District’s new antivirus program.

What are the minimum browser requirements?
Please click HERE for the minimum browser requirements to properly access the District’s approved web applications.

What is Multi-Factor Authentication? (DUO Security)
MFA, sometimes referred to as Two Factor Authentication (2FA), is when a user must provide two or more pieces of independent evidence to verify their identity to gain access to a system and decrease the possibility of a cyber-attack. For more information click HERE.

What is our Apple ID information?
Please click HERE for up-to-date information regarding the District’s Apple ID “appleimage@philasd.org”.


I cannot remember my email password. What can I do?
To access the Employee Portal, click HERE. If you forget your password, click on “Forgot Your Password?”, then enter your username to begin the process. You will be asked to answer your security questions to verify your identity. Once you’ve done that, you will be able to reset your password. If you still need assistance please call the I.T. Help Desk at 215-400-5555.

I need a District email on my smartphone or tablet device. Are there instructions?
Please click HERE for information on adding your email to your phone.

Student Information system (SIS)

Where can I get information on the Student Information System?
Please click HERE for access to the SIS help website.


I need to grant an outside guest access to the wireless network. How can this be done?
Principals, Assistant Principals, two RAD designees, plus Director level and above have the ability to generate a username and password for guests. For more information and steppers please click HERE.

I’m connected to the Wi-Fi but websites say the connection is not private. What should I do?
This means you are not logged into the network. Please go to http://captive.apple.com and log in with your portal credentials.

Oracle / ERP Finance

Where can I get ERP Help?
Please click HERE to learn more about the ERP system.

Need Further Assistance?

If additional assistance is needed, contact the I.T. Help Desk by one of the methods listed below.

Real Time Support

Call 215-400-5555 to speak with a representative

Open an Incident

Click HERE to view a stepper on opening an incident in the I.T. Help Desk Ticketing System

Help via Email

Email your issue to HelpDesk@philasd.org