IT Helpdesk Technician

The Ellis Group

Since 1946, the Ellis Group has been helping companies across all industries to perfect their packaging experience with custom paperboard carton solutions. We work passionately and relentlessly in the engineering, design, production and distribution of product packaging to help some of North America’s largest brands create a lasting impression in the minds of their customers. In late September 2022, the Ellis Group was acquired by Max Solutions, Inc., a U.S.-based manufacturer of folding cartons, labels and inserts, along with Special Packaging. Max Solutions is led by Marc Shore and Dennis Kaltman, both of whom have more than 30 years of industry leadership experience.

Ellis Packaging Ltd is hiring an IT Helpdesk Technician for our Pickering and Mississauga locations.


  • Serve as the first point of contact for employees seeking technical assistance over the phone, via email, or through remote support connection tools
  • Perform on-site and remote troubleshooting to identify root problems
  • Determine and implement best solutions based on the issue
  • Walk users through problem-solving processes when direct access is not available
  • Direct unresolved issues to the IT Manager for escalation
  • Provide accurate information on IT products or services
  • Record responses to support events for accurate tracking of incident progression
  • Install and maintain network hardware, software, and telecommunications services
  • Maintain the integrity of the network/systems security and optimization of the network (LAN and WAN)
  • Implement policies and procedures related to network hardware and software acquisition, use, support, security, and backup
  • Respond to the needs and questions of network users; troubleshoot, diagnose, and fix hardware and/or software problems
  • Establish and maintain network users, user environment, directories, and security
  • Communicate and maintain standards for use, operations, and security of network, personal computers, and data; train users on software and equipment usage
  • Identify and suggest possible improvements on procedures

Requirements and skills

  • Proven experience as an IT help desk technician
  • Tech savvy with working knowledge of office automation products, databases and remote support software (Teamviewer, etc.)
  • Experience managing Microsoft Windows Server environments
  • Working knowledge of DHCP, DNS, and IP protocols
  • Working knowledge of Microsoft Office products, including Outlook, Word, Excel, Access, Powerpoint (both perpetual and O365 licenced versions)
  • Ability to diagnose and resolve basic technical issues
  • Experiencing working with and deploying network hardware and cabling (routers, switches, access points, Cat5e/6, Fiber optic, SFP modules)
  • Working knowledge of Windows Active Directory and Group Policy deployment
  • Proficiency in English
  • BSc/BA in IT, Computer Science or relevant field, or equivalent work experience
  • Excellent communication and organizational skills
  • Ability to multi-task and prioritize in a fast-paced environment
  • Ability to work individually as well as in a team environment
  • Must have access to a vehicle on a daily basis

The Ellis Group and Max Solutions are Equal Opportunity Employers who are committed to diversity and inclusion in the workplace. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We thank all applicants for their interest; however only those considered for an interview will be contacted.

Job Types: Full-time, Permanent


  • Casual dress
  • Company events
  • Dental care
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • RRSP match
  • Vision care

Flexible Language Requirement:

  • French not required


  • Monday to Friday
  • Overtime

Work Location: One location

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